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The Client Service Manager is responsible for service and delivery for one or more asset servicing clients by; proactively leading the client service experience through A Approach principles; .facilitating efforts of their team and other internal stakeholders by coordinating resources to ensure timely delivery of reports/information; resolution of service issues; effective communication internally and externall
The key responsibilities of the role include:
ownership and accountability for ensuring delivery of client service excellence
responsiveness to client enquiries regarding the operation of all asset service products
adherence to procedures and agreed Service Level Descriptions
accurate and timeliness of agreed daily/weekly/monthly deliverables
Main operational contact for client enquiries liaising with the appropriate internal partners
Proactive monitoring of client deliverables
Help identify revenue generating/cost reducing client operational efficiencies
Lead client service reviews
Administration of client accounts
Maintenance and adherence of Service Level Descriptions
Project management of restructure and transition activity
Identify, document and manage client related risk issues ensuring adherence to corporate risk management protocols
Proactively work with the client and internal partners to automate manual processes and minimise risk
Identify and address service issues, ensuring timely escalation
Timely delivery of client invoices and collection of associated fees
The successful candidate will benefit from having:
Experience of financial services/asset servicing industry
Proven proactive client service experience, with the ability to build strong relationships through trust, credible knowledge and delivery of solutions and responsiveness
Analytical/problem solving through organisation and time management
Ability to build strong internal and external network to assist in the timely resolution of client enquiries/issues
Initiative to independently accomplish tasks and make decisions
Manage multiple priorities considering client impact, timeframe complexity and risk
Ability to represent Northern Trust in external meetings and the client in internal meetings
The competencies that would be valuable for this role include:
The ability to operate independently
Good risk management and compliance knowledge and understanding
Ability to cultivate and maintain strong and pro-active working relationships with internal partners and clients of all levels
Excellent time management and organisational skills
Strong problem solving and analytical skills
Project management experience
Excellent communication skills
Self-Starter / takes initiative
Experience of using Microsoft Office
About Northern Trust: Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
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 that is committed to strengthening the communities we serve! We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why Forbes ranked us the top employer for Diversity in 2018. We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and ethical companies. Build your career with us and apply today.