TA Head of ISC and CSM at Northern Trust

Luxembourg

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Extensive experience in client and investor servicing within Transfer Agency or financial services
Proven leadership in managing multi-disciplinary teams and complex operations
Strong knowledge of Luxembourg regulatory environment and global operating models
Excellent communication, stakeholder management, and problem-solving skills
Fluency in English; additional languages (French, German, Spanish) preferred

Responsibilities

Define and execute the strategic vision for client and investor services, aligned with the organization’s global operating model and local regulatory requirements
Lead the implementation of new operating models and ensure successful adoption by teams and clients
Oversee governance for offshored activities, ensuring compliance with Luxembourg regulations and internal guidelines
Develop and maintain operational resilience and regulatory compliance frameworks
Serve as the ultimate escalation point for complex client and investor issues, ensuring timely and effective resolution
Foster a culture of service excellence, ensuring all communications and deliverables meet or exceed quality standards
Oversee the preparation and delivery of KPIs, MI, service review packs, and board reports for clients and management
Support and drive the execution of AML optimization plans, client/investor onboarding, and adoption of digital solutions
Lead, motivate, and develop CSM and ISC teams, promoting collaboration, accountability, and continuous improvement
Ensure robust succession planning, talent retention, and ongoing professional development, including DE&I initiatives
Set clear objectives, provide regular feedback, and conduct performance reviews for direct reports
Oversee daily operations, ensuring all client and investor queries are handled efficiently and within agreed service levels
Ensure all processes, controls, and procedures are documented, adhered to, and regularly reviewed for improvement
Manage resources and team capacity, adapting to business needs and growth
Act as the primary contact for key internal and external stakeholders, including clients, investors, relationship managers, and regulatory bodies
Represent the department at client meetings, industry forums, and internal committees
Support sales and business development activities, including RFPs, due diligence, and client pitches
Achieve high client satisfaction and loyalty scores
Deliver on business growth targets (new clients, organic fee growth, additional business)
Ensure zero audit/LFR failures and minimize account servicing losses
Drive productivity improvements and efficiency gains (e.g. offshoring or process automation)
Meet talent development and diversity goals (engagement, retention, DE&I metrics)