Operational Services Senior Associate (3rd Shift: 11:00 PM - 7:00 AM EST)

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our “Win as One” mentality ensures that our team’s success is directly linked to Client, Shareholder and Employee Satisfaction.

Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a  Built In Best Places to Work for six years, we are committed to our employees’ total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN – because being YOU thrives here.

Summary:

The Senior Associate is directly accountable for the delivery and performance of the live production work performed by DFIN Operations and our vendor partners. Using metrics, dashboards, and communication tools, the Senior Associate will monitor active live work and will directly intervene when situations occur to correct or restore operations. The Senior Associate will be the primary point of contact and first level of escalation for Customer Service, Sales, Operations Teams, and Management.

Responsibilities:

• Use all system tools available to monitor and track live production work, including CMS, Filemaker, Job Pro, OnePlace, DSP, Power BI and others as needed
• Actively monitor metrics in real time to understand current live production and capacity
• Make decisions in real time relating to production and capacity to adjust operations to ensure business objectives are met
• Analyze historical performance data to identify trends, issue root cause, issue contributing factors, and propose actions plans
• In escalation situations, actively communicate to all stakeholders via email, instant message, or system updates as appropriate
• Summarize live production situations and performance to management
• Provide active feedback on existing system tools to assist in the design and development of new tools to enhance the transparency into live production work
• Provide active feedback on existing processes and procedures to ensure continuous improvement in operations live production
• Participate in cross functional meetings to discuss operations performance and processes and assist in the creation of new processes and procedures
• Perform or assist Service Recovery research and analysis
• Create custom production plans for specialized clients
• Create process documentation, process workflow maps, and training materials
• Train and mentor new Specialists, Senior Specialists, Associates, and Senior Associates

Qualifications:

• Minimum 3 years of experience
• Effective communication skills, both verbal and written, to concisely communicate complex issues to stakeholders both internal and external
• Strong functional computer skills in utilizing DFIN proprietary systems and 3rd party software solutions
• Analyze information to generate and apply appropriate solutions learned through experience
• Demonstrated ability to understand performance metrics in Power BI, Excel and/or other data visualization software
• Must be able to actively cover on alternative shifts and provide on-call and weekend coverage as needed as team is growing
• Must be adaptable to changing environments and willing to drive implementation of new processes and procedures
• Demonstrated ability to work in high pressure and time critical situations

It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status. 

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