Job Description

• Handling incoming client calls and client queries via web portal and emails in both Japanese and English, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls.


• Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations across both ITP and SIFMU supported services.


• Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization.


• Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: Product Management, Relationship Management, Technology, Application Development, Business Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing teams.


• Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.


• Participate proactively in team meetings, identify and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery, including supporting knowledge sharing across ITP and SIFMU supported services.


• Maintain an unrelenting focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving and/or escalating problems promptly while striving to provide First Call Resolution.


• Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles in support of ITP and SIFMU products and services.


• Participate actively in Major Incident Management representing the Client Support team, identify client impact issues and provide resolution/recommendations, including communicating impact and updates to Japanese-speaking clients when required.


• Lead project implementation and support internal functional testing for new releases impacting clients across ITP and SIFMU platforms and services.


• Adhere to Client Support procedures and identify process and procedural gaps and update where necessary.


• Align risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately.


• Leverage dual certification across ITP and SIFMU s to provide operational flexibility, business continuity support, and dedicated bilingual coverage for APAC clients requiring Japanese and English language assistance.

About Us



With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn, X, YouTube, Facebook and Instagram.



DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.



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About the Team



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.