About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
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Reporting to the Client Services Team Manager, The Client Service Manager (Senior Consultant) is responsible for the day-to-day delivery and oversight of Transfer Agency services for a portfolio of clients.
Acting as the primary operational point of contact, the role ensures all client deliverables are met in line with agreed Service Level Documents (SLDs), whilst maintaining strong client relationships, managing service issues, and supporting a consistent, high-quality client experience.
Responsibilities
- Day to day delivery of all TA Services to the client. The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
- Be the face of Northern Trust to our external and internal partners
- Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
- Provide technical expertise for the development of new TA Products and develop SLD’s with your clients for the take on of these new products and services
- Participates / leads client due diligence visits
- Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client
- Responsibility for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log
- To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met
- Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality.
- Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service.
- Liaising with clients regarding Service Level Agreements and responsible for all client facing documentation and presentations.
- Consult on effective ways to meet client needs or appropriate methods to be used for resolution of an error
- Ensure that Partner and Client interactions are dealt with in a prompt professional manner at all times
- Demonstrate Client servicing skills in all interactions and maintain a positive manner.
- Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
- Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
- Strive for first contact resolution on all incoming queries.
- Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner
- Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate.
- Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
- Manage Projects for key Clients.
- Co-ordinate all interaction with clients or their nominated representatives.
- Deliver ‘Priority Client Discussions’ within agreed timetable determined by the CSM Team and Manager.
- Perform testing of client specific reporting.
- Deliver against PMO responsibilities within Client Take On process.
- Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent Client Servicing
REQUIREMENTS
- The ideal candidate will hold a degree in a relevant discipline, along with experience in a client-focused role gained in the financial services or banking industry
- Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration or banking experience will be considered
- Previous experience with people management (though this will be an individual contributor role) and change management skills desirable
- Track record of building and maintaining strong client relationships
- Transfer Agency Industry and Regulatory knowledge strongly preferred
- Effective verbal reasoning and numeric skills required
- Good keyboard skills and ability to learn systems used within the business required
- Ability to work under pressure meeting challenging deadlines
- Planning and organisation skills
- Flexible approach to work
- Ability to review and resolve complex issues in a timely manner
- Ability to work under pressure meeting challenging deadlines
- Ability to work on own initiative
- Ability to build relationships with relevant stakeholders:
- Internal Stakeholders – Global Fund Services (GFS) Ireland Head of Operations and Head of Client Services, Relationship Managers , Client Service Delivery Managers and outsourced locations
- External Key Stakeholders – Clients, Independent Boards, Regulators including CBoI and FED
Work Authorization
Applicants must have the right to work in Ireland at the time of application and for the duration of employment.
Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.
Working with Us
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
Reasonable Accommodation
Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.