Client Service Manager

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.

DEPARTMENT OVERVIEW

MAIN DUTIES:

- Be a primary point of contact for a single or multiple Northern Trust client/s within the segment.
- Ensure excellence in communication, responsiveness and resolutions of client and partner queries and issues.
- Preparation and presentation of KPI and service level reporting to internal stakeholders and third parties.
- Building a stable relationship with the clients and internal departments to support key interactions and seamless escalation.
- Represent NT across all service and change discussions for Fund accounting, Financial Reporting and Expenses.
- Where required, manage directly a team of professionals that work within cross products area.
- Be integral to the build out and continuous development of the operating model within Fund Services in EMEA.
- Ensure that the service quality that is delivered to clients is of an excellent standard.
- Build out a progressive approach to improving the quality of service delivered to the client.
- Support the Co-ordination and delivery of all key service reviews, due diligences, and presentations with the client.
- Support Snr Management with appropriate escalation of all issues, service updates, and progress updates for the client.
- Maintaining an excellent and interactive relationship with internal partners inclusive of Client Service, Sales, Technology, Solutions, Custody and Product development, for both on and off locations.
- Supporting the global operations teams to deliver a quality product through efficient issue resolution, proactive client engagement, and effective deliverable planning.
- Maintains governance and responsibility for operational process.
- Identify and work towards opportunities to improve client behavior and effectiveness and efficiency of operational processes.
- Ensure regulatory requirements requiring changes to operational process are met.
- Support client training requirements including maximizing self service opportunities.
- Ensure awareness of clients overall operating model to present connected front to the client.
- Own required processing to fully resolve inquiries and be consistent with client SLA.
- Being an active participant on key initiatives driven by the Management Team.
- Ensure Legal Documentation is constantly up-to-date and regular reviews are occurring between relevant parties (SLAs, Agreements, ).
- Maintain regular on-site relationship.

Qualifications and skills required:

- Strong knowledge of general accounting rules and principles
- Experience in a role in the investment fund industry is required
- A high degree of accountability and ownership.
- Ability to work to deadlines and effectively prioritize.
- Champion cooperation and partnership with colleagues and clients, while able to complete tasks independently
- Excellent communication skills: Written and verbal English with complimentary presentation skills.

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.