Client Connectivity Services Senior Analyst
Ebxr Cx · Wrexham, United Kingdom · hybrid
Are you ready to make an impact at DTCC?
Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.
Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services. These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.
Pay and Benefits:
- Salary range £27000-£29000 per annum with bonus
- Comprehensive health and life insurance and well-being benefits, based on location
- Pension
- Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
- DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
The Impact You Will Have in This Role
The Client Connectivity Services (CCS) Senior Analyst plays an important role in connecting clients to DTCC and enabling the secure, accurate and timely exchange of data.
You will support clients throughout the connectivity lifecycle, establishing and maintaining connections using DTCC-supported transfer protocols and network options, as well as configuring and validating data delivery across DTCC products.
The role combines client service, technical connectivity and operational delivery. You will manage both routine and complex requests, troubleshoot issues, work closely with internal teams and provide an excellent client experience throughout the client lifecycle.
Your Primary Responsibilities:
- Gather and validate information from clients to establish connectivity to DTCC and support subsequent lifecycle changes.
- Coordinate with internal teams to implement network, connectivity and authentication configurations.
- Configure and verify client data delivery in accordance with established procedures and controls.
- Troubleshoot connectivity, data delivery and internal monitoring alerts, coordinating with relevant teams through to resolution.
- Act as a key point of contact for clients, providing support via email and phone.
- Manage client expectations and deliver requests within defined turnaround times.
- Track and manage client queries through Salesforce and other relevant case management tools, ensuring accurate and timely case updates.
- Work collaboratively with internal stakeholders to investigate and resolve client queries.
- Minimise operational risk by following established policies, procedures and controls, escalating issues where appropriate.
- Build and maintain effective relationships with internal and external clients and partners.
- Contribute to departmental initiatives, process improvements and wider team objectives.
Qualifications
- Minimum of 2 years of relevant experience.
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Bachelor's degree preferred, or equivalent relevant experience.
Talents Needed for Success
- Excellent written and verbal communication skills, with a strong focus on client service.
- Strong analytical, troubleshooting and problem-solving skills.
- Well organised, with the ability to manage competing priorities and meet deadlines.
- Ability to identify operational risks, exceptions and potential issues and escalate appropriately.
- Knowledge or experience of file transfer and messaging technologies such as FTPS, SFTP, IBM MQ and Connect:Direct (NDM).
- Familiarity with operating environments such as Linux/Unix and IBM Mainframe.
- Good understanding of IT networking and connectivity concepts.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.