Client Service Delivery Manager

1 day ago

Singapore THE NORTHERN TRUST COMPANY Full time

**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

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