About Northern Trust
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity.
With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
Job Title: Client Services Manager (Tier 1)
Role/ Department: Reporting to the Client Services Team Manager, Ireland, you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client SLD in relation to Transfer Agency.
The department provides a third-party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions, and statements.
Key Responsibilities:
* Manages functional teams; coordinates the work, communication, and issue resolution activities.
* The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
* Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
* Provide technical expertise for the development of new TA Products and develop SLD's with your clients for the take on of these new products and services.
* Participates/leads client due diligence visits.
* Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant/Client Responsibility.
* To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met.
* Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality.
* Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers, and other Operational Managers to provide a seamless service.
* Liaising with clients regarding Service Level Agreements and responsible for all client-facing documentation and presentations.
* Consult on effective ways to meet client needs or appropriate methods to be used for resolution of an error.
* Ensure that Partner and Client interactions are dealt with in a prompt professional manner at all times.
* Demonstrate Client servicing skills in all interactions and maintain a positive manner.
Skills/Qualifications:
* The ideal candidate will hold a degree in a relevant discipline, along with experience in a client-focused role gained in the financial services or banking industry.
* Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration, or banking experience will be considered.
* Previous experience with people management (though this will be an individual contributor role) and change management skills desirable.
* Track record of building and maintaining strong client relationships.
* Transfer Agency Industry and Regulatory knowledge strongly preferred.
* Effective verbal reasoning and numeric skills required.
* Good keyboard skills and ability to learn systems used within the business required.
* Ability to work under pressure meeting challenging deadlines.
* Ability to review and resolve complex issues in a timely manner.