About Northern Trust: A globally recognized, award-winning financial institution, we have been in continuous operation since 1889. We 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.
Job Summary: Transfer Agency provides administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, fund service centre, settlements, distributions, commissionsand statements.
As a Quality & Complaints Manager team member, you will be responsible for the day-to-day management of a team of complaint coordinators, ensuring that we provide a superior level of service to our ever-increasing client base, through enhanced complaint handling activities.
This is an excellent opportunity for an experienced professional to join a dynamic team who are committed to providing excellent client service to our network of clients.
The key responsibilities of this role include:
* Ensuring that all Transfer Agency complaint cases are handled in a timely and efficient manner, in-line with regulatory requirements.
* Ensuring that relevant MI is presented to leaders to assist with decision making, understanding of customer needs/trends, and procedural opportunities.
* Focusing on complaint volume reductions, using data driven decisions, ensuring that preventative measures are put in place to avoid reoccurrenceof issues.
* Ensuring the complaints department has an accurate record of all complaints, which can be accessed easily if required.
* Ensuring complainants arekept up to date with progress of their complaint at regular intervals, in line with regulatory requirements, with a high focus on resolving complaints during the initial early resolution stage.
* Motivating, coaching and supporting team members to provide the best possible service to our clients on a daily basis.
* Ensuring that relevant controls are adhered to within the department on a daily basis and provide sign-off of key processes as required.
* Ensuring that complex or escalated queries are resolved as quickly as possible by engaging stakeholders across TA as required.
* Working with management to identify coaching and training needs within the team and ensure those needs are addressed through structured training or 121 coaching as required.
* Represent the department at relevant meetings, forums, client visits as required.
Requirements:
* Strong Interpersonal Skills (relationship building, respect, inclusion, problem solving and understanding)
* Experience in a team leader role, either complaint handling in financial services or a consumer-focused business would be beneficial.
* Experience in a quality monitoring and/or trend analysis capacity beneficial.
* Leadership (direction, idea generation, knowledge sharing and team recognition)
* Exceptional Customer Focus
* Effective Communication Skills
* Ability to work on own initiative and to set deadlines
* Thinking (decision making, idea generation, analytical mind set and a problem solver)
Working with Us: As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
We encourage movement within the organization, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve.
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities.