Client Service Delivery Manager

2 months ago

London, Greater London, United Kingdom Northern Trust Corporation Full time
About Northern Trust Corporation

Northern Trust Corporation, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

We are proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity.

Job Summary

The Client Service Delivery Manager will be responsible for overall client service and delivery across all Global Fund Services functions (Custody, Fund Accounting, Transfer Agency and Middle Office Outsourcing).

This role will be the senior point of contact for service, facilitates and leads the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue resolution, and effectively communicating client requirements and any concerns to partners, including senior managers.

Key Responsibilities
  • Work closely with Client Service Managers, Relationship Managers, Change Management, Operations Teams and Product, globally, to ensure smooth service delivery.
  • Monitor service closely to pre-empt upcoming service issues causing client escalations and ensure senior management are aware.
  • Partner with Relationship Managers and other stakeholders ensuring issues are communicated and escalated in a timely manner both internally and directly with the clients. Ensure any necessary remediation is quickly implemented and is effective and communication internally and with clients is consistent.
  • Have a complete understanding of client's business, objectives, goals and market challenges.
  • Plan and facilitate client meetings including chairing client service reviews, ensuring actions are captured and completed. Input into Joint Steering Groups meetings and Risk Management Forums. Responsible for the creation of, and subsequent monitoring of performance against Service Level Agreements with the Client Service Managers.
  • Responsible for the coordinated completion of due diligence questionnaires, arranging and attending due diligence visits. Ensuring client packs delivered accurately and in a timely manner.
  • Execute on the most complex initiatives involving multiple disciplines and/or ambiguous issues.
  • Consistently display a balanced, cross-functional perspective, liaising with the rest of the business globally, to improve efficiency, effectiveness and productivity.
  • Oversee projects for clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables.
Requirements
  • Effective communication skills; verbal, non-verbal and written.
  • Demonstrated ability to communicate at all levels.
  • Extensive client facing experience.
  • Personal accountability & resilience
  • Good networking skills
  • Excellent negotiation skills
  • Effective prioritisation
  • Technical / digital proficiency
Preferred Qualifications
  • Extensive financial industry operations experience including some management and client service experience.
  • Previous exposure to and comfort with dealing with senior management, internally and externally.
  • Highly articulate with good communication skills.
  • Skills in negotiation, delegating, leadership, and service are necessary to service the client relationship.
  • Strong interpersonal skills. Able to motivate and galvanise a team of people who may be based in different locations and with varying levels of expertise.
  • Demonstrated ability to initiate and deliver change.
  • Highly flexible and adaptable to change.
  • Reasonable Technical knowledge of Fund Administration, Transfer Agency and Custody
  • Strong understanding of middle office and Derivative operations usually acquired through related work experience is required to manage overall client service.
  • Comfort with investment management software and information technology including but not limited to order management systems.

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