Manager, Client Services Investment Operations

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.

The Role - Manager - Client Liaison Group

Client Liaison Group - APAC (CLG-APAC) is the single point of contact for investment managers and internally managed clients into Northern Trust. CLG Custody Servicing is responsible for delivering outstanding service to managers and clients of every size and level of sophistication, facilitating communication and simplifying information flow between/among partners
The Manager has management responsibility of the custody service team supporting the client appointed and internally managed client relationships. The Manager is accountable for the Team Leader’s (TL) performance and the development of team members who report to the TL, through regular feedback, coaching and functional development. The TL organizes work, assigns tasks, sets short term priorities, monitors activities and ensures timely and accurate completion of work.

Main Responsibilities
- Involved in management of key relationships; acting as a key point for matters requiring attention / escalation; maintaining a strategic relationship and work with clients and externally appointed managers on strategic roadmap, address root cause of persistent issues. Being involved in service review meetings or client meetings.
- The servicing team sees to daily servicing of the relationships and support the TLs and managers. The manager will keep close to the servicing team and ensure he/she is well aware of the ongoings and developments of the relationships.
- Stay and work close with the client team with strong demonstration to the client on the service level and collaboration within NT.
- Oversee day-to-day service delivery, ensuring effective use of team resources, in line with CLG’s priorities.
- Ensures objectives support those of the overall business and department.
- Make decisions objectively and scientifically, supported by metrics where possible.
- Ensure adequate operational controls in order to manage and mitigate risk to Northern Trust.
- Assist with the assessment of additional business and new client requests.
- Act as an escalation point.
- Responsible for the recruitment, coaching and development of the team.
- Assist in the setting of performance expectations, performance reviews and progression.

Facilitate career development and succession planning for employees.

Knowledge and Skills
- Operations generalist - fully conversant with Global Custody Product.
- Exposure in client servicing; in particular with asset managers, fund managers and asset owners.
- Approachable, strong ability to relate to people.
- Experience managing demanding or complex client relationships and/or issues.
- Ability to work with and navigate through ambiguity, and to work within a global organisation or with individuals across multiple locations.
- Good written and oral communication skills. Includes presentation experience.
- Strong risk awareness.
- Takes initiative and enthusiastic to learn.
- Demonstration of leadership skills

**Qualifications**:
Minimum tertiary level education (university graduate in any discipline)
Several years securities operations experience (preferably within custody servicing) and in client servicing
Leadership or team management experience will be advantageous but not a pre-requisite