Client Service Manager – Transfer Agency recruitment
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 the Hong Kong is well established and enjoys continued client growth. This is an exciting time to work for our company with a market leading portfolio of products and services.
Global Fund Services (GFS) is one of the fastest growing business units within Northern Trust and a key service provided from our Hong Kong operation. Providing market leading Fund Administration, Fidicuary and Custody servicing solutions, GFS is a top player in the Fund Administration market globally and culturally combines a highly commercial, entrepreneurial approach with our established and long standing reputation for market leading services dating back over the last 120 years.
THE ROLE
We are currently recruiting for a Client Service Manager to work in our Hong Kong Transfer Agency team. The successful candidate will be responsible for overall client service for one or multiple clients by facilitating efforts of a small team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to employees globally.
MAJOR RESPONSIBILITIES
1. 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.
2. 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.
3. Responsible for managing client service reviews within each of the key product areas Fund Accounting, Transfer Agency and Custody. For example, liaise with Transfer Agency and Custody; address reporting and payment issues and ensure any errors are dealt with in a timely manner.
4. Ensures timely completion and publication of monthly reporting including calculating KPI levels (review and approval of monthly reporting) and review of monthly reporting packs to consultant/client.
5. Ensures completion of other ad hoc planning and tasks such as call reporting, KYC requirements, at risk reporting, issues reporting, relationship plans etc.
KNOWLEDGE, SKILLS EXPERIENCE
• 7 years or more of experience in Transfer Agency, at least 3 of which will have been spent in direct client servicing roles. Additional experience in related investment management outsourcing and fund administration management accounting/operations will be beneficial.
• Technical knowledge and experience of Transfer agency / distributions is essential. Wider knowledge of asset management and accounting usually acquired through related work experience is beneficial 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.
• Fluent in English and Mandarin
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.