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)

Skills

Key technologies and capabilities for this role

Strategic LeadershipRegulatory ComplianceGovernanceOperational ResilienceClient Service ManagementInvestor ServicesKPI ManagementService Excellence

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What leadership skills are required for the Head of ISC and CSM role?

The role requires strategic leadership, team leadership and talent development, operational management, and stakeholder engagement skills.

What is the company culture like at Northern Trust?

Northern Trust emphasizes principles of service, expertise, and integrity, fosters a culture of service excellence, promotes collaboration, accountability, continuous improvement, and includes DE&I initiatives.

What makes a strong candidate for this Head of ISC and CSM position?

Strong candidates will have experience in strategic leadership, ensuring regulatory compliance especially with Luxembourg requirements, leading teams in client service management and investor services, and driving operational excellence and innovation.