Client Service Delivery 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.

**Role/ Department**

**The key responsibilities of the role include**:

- Responsible for service within Northern Trust and ensures connectivity across operational teams within Client, Trustee and NT
- Monitors and measures client and product performance, including but not limited to SLA's, 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 ensure 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 attend Board Meetings and is responsible for reviewing board packs and following up action items raised during the meetings

**Skills/ Qualifications**
- 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

**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.