Client Service Manager (Transfer Agency) at Northern Trust

Limerick, County Limerick, Ireland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Asset ManagementIndustries

Requirements

Degree in a relevant discipline

Responsibilities

Manages functional teams; coordinates the work, communication and issue resolution activities
Works with Operational Partners in producing daily/weekly/monthly deliverable control checklists and ensures all targets and deadlines are met
Maintains Client Service levels for dedicated clients by ensuring timely and accurate delivery of information and work products
Provides technical expertise for the development of new TA Products and develops SLD’s with 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
Vets all incident reports prior to release to RM's/Clients and ensures all items are added to the daily client incident log
Works with internal departments to evaluate and implement changes in proposed new regulations and ensures all current requirements are met
Ensures operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality
Manages client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service
Liaises with clients regarding Service Level Agreements and is responsible for all client facing documentation and presentations
Consults on effective ways to meet client needs or appropriate methods to be used for resolution of an error
Ensures that Partner and Client interactions are dealt with in a prompt professional manner at all times
Demonstrates Client servicing skills in all interactions and maintains a positive manner
Escalates items to functional team leaders, Manager, CSDM or RM as appropriate
Acts as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
Responds to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner
Performs trend analysis, resolves exceptions, documents issues and resolutions and communicates and escalates issues to management as appropriate
Is pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs
Co-ordinates all interaction with clients or their nominated representatives
Delivers ‘Priority Client Discussions’ within agreed timetable determined by the CSM Team and Manager
Performs testing of client specific reporting
Delivers against PMO responsibilities within Client Take On process