About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
Department
The Transfer Agency 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.
Role
The Client Service Manager is accountable for ensuring client satisfaction through:
Responsiveness to client escalations and enquiries regarding the operation of all products
Adherence to procedures and agreed Service Level Descriptions
Accurate and timeliness of agreed daily/weekly/monthly deliverables
Principle responsibilities
Serve as main TA contact for client support, escalations or queries working with the appropriate internal partners to deliver client service excellence.
Prepare and present TA performance packs and or action logs for client meetings. Owning actions logs and tracking items to closure with subject matter experts.
Lead communication of any business change impacting clients including all communications during TA incidents or outages, sharing updates on impact and recovery until resolved.
Identifying revenue generating/cost reducing client operational efficiencies
Lead or participate in client service reviews and other client meetings.
Maintenance and adherence of Service Level Agreements
Reviews project requests and requirements, gathering operational feedback and represents client internally.
Communication of any changes to the client relationship to the relevant internal partners
Proactively work with the client and internal partners to automate manual processes and minimise risk
Identifies and addresses service issues, ensuring the correct resolution for both client and NT, ensuring root cause is assessed and actions to prevent are implemented.
The successful candidate will benefit from having:
Proven proactive client service experience, with the ability to build strong internal and external relationships through trust, responsiveness, credible knowledge and delivery of solutions.
Ability to work across jurisdictions, within a Global service model, working with other CSMs to align and ensure excellent consistent service is provided.
Analytical/problem solving through organisation and time management
Specific TA regulatory knowledge covering topics such as Consumer Duty and CASS, as well as others.
Initiative to independently accomplish tasks and make decisions, in addition being a team player, with ability to support and cover for colleagues whilst still managing your own objectives.
Manage multiple priorities considering client impact, timeframe complexity and risk
Ability to represent Northern Trust in external meetings and the client in internal meetings
Strong Transfer Agency experience.
The competencies that would be valuable for this role include:
The ability to operate independently. A self-starter who takes initiative
Good Transfer Agency, risk management and compliance knowledge and understanding
Excellent communication skills. Ability to cultivate and maintain strong and pro-active working relationships with partners and clients of all levels
Strong problem solving and analytical skills
Key Competency Behaviours
Attention to detail
Take Action
Advise Beyond…