Client Service Delivery Manager
1 month ago
Northern Trust is a leading global financial institution with a rich history dating back to 1889. We pride ourselves on providing innovative financial services and guidance to the world's most successful individuals, families, and institutions. Our commitment to service, expertise, and integrity has earned us a reputation as a trusted partner in the financial industry.
Role/ Department:
The Client Service Delivery Manager is responsible for delivering exceptional service to key franchise clients, working closely with operational teams and senior management across jurisdictions. The successful candidate will utilize their knowledge of services to provide clients with valuable insights and suggestions, and work with Relationship Managers to identify opportunities to cross-sell products and generate additional revenue.
The Key Responsibilities of the Role Include:
- Responsible for service delivery within Northern Trust and ensuring connectivity across operational teams within Client, Trustee, and NT.
- Monitors and measures client and product performance, including but not limited to SLAs, issue logs, internal and external client service reviews.
- Plans and facilitates client meetings/calls, including scheduling client and trustee service review meetings/calls and visits; preparation for and follow-up of client/trustee meetings/Due Diligence Visits; oversight of all fee billing to ensure it is issued in a timely manner.
- In conjunction with the Relationship Managers, engages with the Client's & Trustee's Senior Management on difficult/complex issues, including error resolution and management. Also ensures escalation in a timely manner both internally and directly with the clients/trustee.
- Delivers client service resolutions by engaging and working with other functional areas and internal stakeholders both locally and globally, ensuring timely and efficient level of service excellence.
- Ensures follow-up to day-to-day client queries and issue resolution in conjunction with Fund Accounting/Transfer Agency etc., to ensure SLA and KPIs targets are met.
- Responsible for overall project planning for the clients including new funds, mergers, liquidations etc. in conjunction with New Business Teams and Operations.
- Ensures timely completion and publication of monthly reporting including calculating Key Performance Indicator levels and review of monthly reporting packs to client/trustee.
- In partnership with the Relationship Managers, prepares for and attends Board Meetings and is responsible for reviewing board packs and following up action items raised during the meetings.
The successful candidate will benefit from having:
- A strong track record with multiple years' experience in financial servicing, preferably in asset servicing.
- Overall knowledge of fund administration required to manage client relationships.
- Knowledge of fund structure, general finance, and portfolio management concepts to consult on client needs.
- Skills in negotiation, delegating, and leadership are necessary to service the client relationship.
- Previous experience in a similar role.
- Is innovative, analytical, and solution-driven.
- Excellent oral and written communication skills are required.
- Client skill and service excellence.
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 value an inclusive workplace and understand flexibility means different things to different people. Apply today and talk to us about your flexible working requirements and together we can achieve greater.
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