Client Service Manager – Investment Operations Outsourcing
NORTHERN TRUST
Northern Trust Corporation is a leading provider of investment management, asset and fund administration, fiduciary and banking solutions for corporations, institutions and affluent individuals worldwide. Northern Trust, a multibank holding company based in Chicago, has a growing network of 83 offices in 18 U.S. states and has international offices in 16 locations in North America, Europe, the Middle East and the Asia-Pacific region.
Northern Trust’s presence in Melbourne continues to grow, enjoying new client wins and continued expansion in headcount. This is an exciting time to work for our company with a market leading portfolio of products and services. We are currently recruiting for a Client Service Manager to be part of our Investment Operations Outsourcing Team.
MAJOR RESPONSIBILITIES
Client Servicing (70% of role)
Responsible for overall client service for one or multiple clients by facilitating efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners.
- Plans and facilitates client meetings/calls including scheduling client service review meetings/calls and compliance visits; preparation for and follow up of client meetings; responsible for the creation of and subsequent monitoring of performance against SLAs; and due diligence visits/calls/questionnaires.
- Ensures follow up to day to day client queries and issue resolution. Key activities include answering and responding to client calls, faxes and emails; collating and coordinating information gathering to resolve client queries; identifying and addressing service issues as and when they arise. Partners with Global and local Relationship Managers and Client Service Delivery Manager and ensures issues are communicated and escalated in a timely manner both internally and directly with the client/s.
Administrative (30% of role)
- Client Issue Logs: Create a central location for all client issues. Ensure segregation between internal and external issues. Track all issues to closure. Ensure logs are in line with standards globally. Ensure a single log that can be leveraged for all work streams. Perform target date management. Escalate unresponsiveness from partners or any other obstacles that prohibits meeting the internal client issue log expectations. Ensure all functional leads are using logs and inputting content under the agreed consistent headings / groupings / categories etc. Generate regular issue log output for stakeholders and root cause analysis. Create/publish weekly stats for internal external consumption. Coordinate meetings with each of the Functional Steering Groups – Compliance, Performance and IOO to review issues, issue trends and ensure root cause fixes are agreed and implemented.
- Management Reporting: Work with Global Relationship Managers and Client Service Managers to review KPIs and consolidate information and create trend analysis slides for inclusion into the Client Management Report on a weekly basis. Utilize Excel tools to build graphs and other outputs to demonstrate trends.
- Management of all Documentation housed upon Sharepoint: Monitor team usage of site and ensure all partners are leveraging the site as required. Act as administrator for the site and provide access to Global partners.
- Management of the Client Incidents Log: Act as the Employee Engagement Ambassador for the Client Incidents Log. Log all High/Critical items for review and evaluation from senior management.
- Internal Meetings: Schedule and run meetings with relevant functional teams to review existing issue logs, KPIs and SLAs. Drive functional line management to provide updates on all initiatives underway that will impact clients. Drive functional line management to provide status on all issue log items and missed KPIs.
KNOWLEDGE SKILLS
- Technical knowledge of custody settlements, middle office outsourcing services, asset management and accounting usually acquired through related work experience is required to manage overall client service
- Knowledge of general finance and portfolio management concepts usually acquired through formal education or experience is needed to consult on client needs.
- Skills in negotiation, delegating, leadership, and service are necessary to service the client relationship.
- Strong interpersonal skills.
- Extensive knowledge of Microsoft Packages (Word and Excel).
- Ability to prioritize and organize internal and external issues log with minimal supervision.
- Strong written and verbal communication – able to communicate processes procedures and issues in a logical manner both to internal and external partners.
- Flexible and methodical approach.
EXPERIENCE
- 4 years or more of experience in client servicing and/or related investment management outsourcing and fund administration management accounting/operations.
Our culture is a key reason our employees enjoy working at Northern Trust. We have strong principles, a diverse organization, a prestigious history, and a commitment to solid and steady growth. We embrace industry-leading ideas and value our people. We are approachable, friendly, and exceptionally committed our clients and employees.
To learn more about our philosophy and where Northern Trust could take your career, please visit www.northerntrust.com/careers.
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