Client Service Manager

About Northern Trust:
Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

As a Northern Trust employee (Partner), you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve.

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you would benefit from adjustments for any part of the employment process, please inform the recruiter to discuss your individual requirements.

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why Forbes ranked us the top employer for Diversity in 2018.

Role/ Department:
The Client Service Manager is responsible for service and delivery for one or more asset servicing clients by; proactively leading the client service experience through A Approach principles; facilitating efforts of their team and other internal stakeholders by coordinating resources to ensure timely delivery of reports/information; resolution of service issues; effective communication internally and externally.
- Ownership and accountability for ensuring delivery of client service excellence
- Responsiveness to client enquiries regarding the operation of all asset service products
- Adherence to procedures and agreed Service Level Descriptions
- Accurate and timeliness of agreed daily/weekly/monthly deliverables

The key responsibilities of the role include:

- Main operational contact for client enquiries liaising with the appropriate internal partners
- Proactive monitoring of client deliverables
- Help identify revenue generating/cost reducing client operational efficiencies
- Lead client service reviews
- Administration of client accounts
- Maintenance and adherence of Service Level Descriptions
- Project management of restructure and transition activity
- Identify, document and manage client related risk issues ensuring adherence to corporate risk management protocols
- Proactively work with the client and internal partners to automate manual processes and minimise risk
- Identify and address service issues, ensuring timely escalation
- Timely delivery of client invoices and collection of associated fees

Skills/ Qualifications:

- Experience of financial services/asset servicing industry
- Proven proactive client service experience, with the ability to build strong relationships through trust, credible knowledge and delivery of solutions and responsiveness
- Analytical/problem solving through organisation and time management
- Ability to build strong internal and external network to assist in the timely resolution of client enquiries/issues
- Initiative to independently accomplish tasks and make decisions
- Manage multiple priorities considering client impact, timeframe complexity and risk
- Ability to represent Northern Trust in external meetings and the client in internal meetings

Working with Us:
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and ethical companies. In return, we will support you with your personal and career goals in a number of ways:
Financial - Life Assurance, Disability Plan, Pension/ Gratuity, Annual Pay Review

Work Life Balance - Flexible Work Options, Incremental Annual Leave, Community Volunteer Days

Health & Wellbeing - Private Medical Insurance, Active Sports & Social clubs (lunchtime and after-work groups), Employee Assistance Program

Professional Development - Clear Career Path, Education Assistance, Recognition Programme, NT University (wide range of online, virtual & in-house training options) and employee-led Business Resource Councils dedicated to diversity and inclusion initiatives.

And Finally

We hope you’re excited about the role and the opportunity to work with us.
We value an inclusive workplace and understand flexibility means different things to different people.