About Northern Trust:
Northern Trust is a globally recognized, award-winning financial institution with over 130 years of financial experience and more than 22,000 partners. We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions.
Role/ Department:
The Fund Service Centre provides third-party investor services to clients covering shareholder servicing functions including dealing, registration, AML, settlements, distributions, and commissions.
Your Key Responsibilities:
* Carry out quality checks and reviews on all communication channels, measuring against agreed targets.
* Provide coaching and support to team members as required.
* Support and train new team members, ensuring feedback sessions are carried out.
* Chair monthly quality review meetings with the management team.
* Identify trends in investor queries and propose improvement opportunities to Senior Management.
* Support Client Due Diligence requests as required.
* Maintain a thorough knowledge of operational team procedures and processes.
* Demonstrate flexibility by supporting the wider team's complaint resolution and real-time query/quality checks.
What You'll Bring:
* Proven experience performing quality analysis in a multi-client contact centre environment.
* Experience with monitoring systems such as Verint Call Recording.
* Strong analytical skills to research and resolve enquiries.
* Proficiency in Microsoft Office products.
* Excellent communication, interpersonal, thinking, and leadership skills.
Working with Us:
You will be part of a flexible and collaborative work culture in an organization where financial strength and stability embolden us to explore new ideas. Movement within the organization is encouraged, and you can take pride in working for a company committed to assisting the communities we serve.