Team Lead, Investor Servicing Center

**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 Summary

Reporting to the Head of Transfer Agency, GFS Asia the role will be responsible, for leading a team of transfer agency investor servicing professionals support our clients across Asia.

The team lead will be responsible for service and delivery to multiple clients, funds and underlying investors to ensure timely delivery of reports/information and issue-resolution and effectively communicating client concerns/needs and also coordinate with other internal stakeholders across the globe including the operation centres

What You Will Do

The key responsibilities of the role include (but are not limited to):

- Team Leadership: Provide leadership, guidance, and mentorship to a team of investor services professionals. Foster a positive and collaborative team environment to achieve departmental goals and objectives.
- Client Servicing: Oversee the delivery of high-quality investor services to clients, including processing investor transactions, handling inquiries, and resolving issues in a timely and efficient manner. Monitor progress and maintain regular, timely & accurate communications to all stakeholders.
- Operational Management: Manage day-to-day operations of the investor services team, including workload distribution, scheduling, and resource allocation to meet service level agreements (SLAs) and operational targets.
- Performance Management: Set performance goals and objectives for team members, monitor performance metrics, and provide regular feedback, coaching, and training to enhance performance and productivity.
- Compliance and Risk Management: Ensure compliance with regulatory requirements (AML, FATCA, CRS, VCC ), company policies, and industry best practices related to investor services operations. Implement controls and procedures to mitigate operational risks. Keep all documents up to date, accurate, formatted, in correct folder structure, version controlled, ready for audit/regulatory/compliance/risk reviews.
- Process Improvement: Identify opportunities to streamline processes, improve efficiency, and enhance the overall effectiveness of investor services operations. Implement process enhancements and workflow automation initiatives as needed.
- Client Relationship Management: Build and maintain strong relationships with clients, serving as a primary point of contact for escalations, service inquiries, and relationship management activities. Proactively address client needs and concerns to ensure satisfaction and retention.
- Reporting and Analysis: Generate and analyze reports on investor services performance, including key metrics such as transaction volumes, turnaround times, and client satisfaction scores. Use insights to drive continuous improvement and strategic decision-making.
- Training and Development: Develop training programs and materials to enhance the skills and knowledge of team members in investor services processes, systems, and regulations. Conduct regular training sessions and workshops to ensure ongoing development and competency.
- Collaboration: Collaborate with cross-functional teams, including relationship management, client services, operations, compliance, and technology, to address client needs, resolve issues, and implement process improvements. Foster a culture of teamwork and collaboration across the organization.

About You:

- Bachelor's degree in business, finance, or a related field (preferred).
- Previous experience in investor services or transfer agency operations, with at least 3-5 years in a leadership or supervisory role.
- Strong leadership, communication, and interpersonal skills, with the ability to motivate and inspire team members.
- In-depth knowledge of investor services processes, regulations, and industry best practices. In depth knowledge of Singapore regulations, AML requirements, CPF/SRS flows, distributor flows is preferred
- Ability to manage multiple priorities in a fast-paced environment and adapt to changing business needs.
- Strong analytical and problem-solving skills, with a focus on continuous improvement and innovation
- Previous experience on client onboarding and migration is essential Problem solving and timely escalation to senior management
- Excellent communication skills, verbal, written. Prepare and present to internal/external audiences at all levels

**Working with Us**:
As a Northern Trust partner, greater achievements await. You will