Client Services Strategist – Transfer Agency

086 NT Mgmt Services Ireland Ltd; Limerick; On-site; EUR 65,000 - 90,000; Full time

Job summary

Northern Trust in Ireland is seeking a Client Service Manager (Senior Consultant) to oversee Transfer Agency services for a portfolio of clients. You will lead day-to-day client delivery, manage SLAs, and foster strong relationships with internal partners and external clients.

The role requires a degree in a relevant discipline, experience in financial services, and proven ability to manage complex issues, drive process improvements, and deliver accurate reporting while maintaining service

Qualifications

• The ideal candidate will hold a degree in a relevant discipline, along with experience in a client-focused role gained in the financial services or banking industry.
• Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration or banking experience will be considered.
• Track record of building and maintaining strong client relationships.
• Transfer Agency industry and regulatory knowledge strongly preferred.

Responsibilities

• Day to day delivery of all TA Services to the client.
• The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
• Be the face of Northern Trust to our external and internal partners.
• Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
• Provide technical expertise for the development of new TA Products and develop SLDs with your clients for the take on of these new products and services.
• Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client.
• Responsibility for vetting all incident reports prior to release to RMs/Clients and ensuring all items are added to the daily client incident log.
• To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met.
• Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality.
• Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service.
• Liaising with clients regarding Service Level Agreements and responsible for all client facing documentation and presentations.
• Consult on effective ways to meet client needs or appropriate methods to be used for resolution of an error
• Ensure that Partner and Client interactions are dealt with in a prompt professional manner at all times
• Demonstrate Client servicing skills in all interactions and maintain a positive manner.
• Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
• Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
• Strive for first contact resolution on all incoming queries.
• Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner
• Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and elevate issues to management as appropriate.
• Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
• Manage Projects for key Clients.
• Co-ordinate all interaction with clients or their nominated representatives.
• Deliver ‘Priority Client Discussions’ within agreed timetable determined by the CSM Team and Manager.
• Perform testing of client specific reporting.
• Deliver against PMO responsibilities within Client Take On process.
• Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent Client Servicing

Skills

Client relationship management

Verbal reasoning

Numeric skills

Stakeholder management

Education

Degree in a relevant discipline

Job description

Northern Trust in Ireland is seeking a Client Service Manager (Senior Consultant) to oversee Transfer Agency services for a portfolio of clients. You will lead day-to-day client delivery, manage SLAs, and foster strong relationships with internal partners and external clients.

The role requires a degree in a relevant discipline, experience in financial services, and proven ability to manage complex issues, drive process improvements, and deliver accurate reporting while maintaining service