Senior Analyst, Investor Services

About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is 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. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role/ Department:
Reporting to a Team Leader, you will be responsible for BAU activities along with the team leader in supporting the team on a daily basis and also to work on developing the on the job skills of the team to enhance the overall performance of the Investor Services department.

The department provides third party fund services to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, AML, cash settlements, distributions, commissions and statements.

The key responsibilities of the role include:

- Support the Team Leader on telephone calls to ensure that all Service Level Agreements are met.
- Support the Team Leader in monitoring client specific mailboxes via e-Gain to ensure all queries are completed within the agreed service level.
- Act as a buddy or mentor to new team members. Provide assistance, training and coaching to new members of the team. Act as a point of reference for their queries.
- Support the improvement of quality through procedural reviews and enhancements
- Ensure that the daily telephone dealing is completed and all relevant supporting documentation is recorded in the system.
- Provide sign off on phone deals to ensure that all trade data is correct, all necessary fields are completed and tick list has been completed appropriately.
- Participate in User Acceptance Tool testing for new systems and functionalities.
- Monitor and report on various client queries. Makes recommendations to team leader on procedure changes.
- Complete and send out the team statistics or reports as requested.
- Ensure your own tasks and responsibilities are completed within the correct time scales.
- Fulfil additional responsibilities and tasks appropriate to the role and business requirements.
- Escalate issues, errors, incidents, complaints, data breaches to Team Manager immediately.

Skills/ Qualifications:

- Fluency in English and working languages French and German, added advantage for other languages Spanish and Italian.
- Demonstrate a good understanding of Transfer Agency process and thorough technical knowledge of at least one TA operational area.
- Demonstrate a detailed working knowledge of telephone dealing and positive approach to Investor Services.
- Ability to work on own initiative.
- Extensive knowledge of Organisation, Fund administration and the regulatory environment.
- Ability to work to set deadlines.
- Ability to use Excel and Word competently.
- Attention to detail and strong accuracy.
- Analytical skills are required to research and resolve enquiries.
- Good communication skills.
- Ability to multi-task.
- Interpersonal (relationship building, respectful, problem solving and understanding).
- Communication (listening skills, oral communication skills, information sharing and written communication skills).
- Motivation (closure and result seeking).
- Thinking (decision making, idea generation, inclusion and problem solving).
- Leadership (direction, idea generation, knowledge sharing and team recognition).

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.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve Join a workplace with a greater purpose.

Reasonable accommodation


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.