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

Skills

Key technologies and capabilities for this role

Transfer AgencyClient Service ManagementFund AdministrationShareholder ServicingKPI CalculationMonthly ReportingClient Due DiligenceTeam ManagementIncident VettingSLD Development

Questions & Answers

Common questions about this position

What is the employment type for this Client Service Manager role?

This is a full-time position.

Is this Client Service Manager role remote or office-based?

This information is not specified in the job description.

What are the key responsibilities or skills required for the Client Service Manager position?

Key responsibilities include managing functional teams, maintaining client service levels, providing technical expertise for new Transfer Agency products, leading client due diligence visits, overseeing monthly reporting, and liaising with clients on Service Level Agreements.

What is the company culture like at Northern Trust?

Northern Trust emphasizes enduring principles of service, expertise, and integrity, providing innovative financial services with leading technology and exceptional service to sophisticated clients.

What makes a strong candidate for the Client Service Manager role?

Strong candidates should demonstrate client servicing skills, ability to manage teams and client issues professionally, technical expertise in Transfer Agency products, and experience liaising with clients and internal teams to meet service levels.