About Northern Trust:
Northern Trust is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. We are 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.
Role/ Department
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.
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 for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log
* 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.
* Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
* Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
* Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner
* Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate.
* Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
* Co-ordinate all interaction with clients or their nominated representatives.
* Deliver 'Priority Client Discussions' within agreed timetable determined by the CSM Team and Manager.
* Perform testing of client specific reporting.
* Deliver against PMO responsibilities within Client Take On process.
Skills/ Qualifications
The successful candidate will benefit from having:
* 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
* A 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
* Ability to build relationships with relevant stakeholders
Working with Us
We are committed to working with and providing reasonable accommodations to individuals with disabilities.