Senior Analyst,Transfer Agency

Northern Trust Corp; Limerick; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Reasonable accommodation

Job summary

Northern Trust is seeking a Senior Analyst for the Investor Service Centre in Ireland. You will manage customer queries by phone and email, monitor SLAs, and support quality improvements. You will mentor new joiners and collaborate with the team to maintain service levels and accuracy.

You'll contribute to daily operations, handle client inquiries, and provide KPI reporting while upholding regulatory standards and Northern Trust's service commitments.

Qualifications

• Experience in a contact centre or customer-facing role.
• Strong written and oral communication; knowledge of Transfer Agency products.
• Understanding of Northern Trust structure, fund administration and regulation.
• Strong analytical skills with ability to meet deadlines; good Excel/Word skills.

Responsibilities

• Respond to customer queries via telephone or email.
• Monitor call levels to ensure SLAs are met.
• Monitor email inboxes to ensure queries are resolved within service levels.
• Act as a mentor to new team members.
• Provide assistance and coaching to new colleagues.
• Support quality improvements via procedural reviews.
• Ensure daily telephone dealing is performed per procedures.
• Perform call backs to verify customer instructions.
• Monitor and report on client queries; advise Team Leader on improvements.
• Prepare and distribute internal KPI reporting.
• Complete tasks within timescales and maintain quality.
• Take on additional tasks as directed by Team Leader.

Skills

Contact centre experience

Communication

Transfer Agency knowledge

Regulatory awareness

MS Office proficiency

Job description

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role/ Department: Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions and statements.

The Investor Service Centre (ISC) is the contact centre for the TA department. Reporting to the Team Leader, as a Senior Analyst you will be responsible for maintaining the day to day relationship with our Customers over telephony and email communication channels. You will work with the wider Team on Customer escalations and also work with the Quality Audit Team to maintain the desired quality service levels.

The key responsibilities of the role include:

• Responding to Customer queries via telephone or email;
• Monitor telephone call levels to ensure that all Service Level Agreements are met;
• Monitoring email inboxes to ensure all queries are completed within the agreed service levels;
• Act as a mentor to new team members;
• Provide assistance and coaching to new members of the team and act as a point of reference for their queries;
• Support the improvement of quality through procedural reviews and enhancements;
• Ensure that the daily telephone dealing is completed in accordance with current procedures;
• Perform call backs to our Customers to verify the particulars of their instructions to us;
• Monitor and report on various client queries and make recommendations where applicable to your Team Leader on procedure changes to enhance the Customer experience;
• Complete and distribute internal reporting on team KPIs as requested;
• Ensure your own tasks and responsibilities are completed within the correct time scales and to the right level of quality & accuracy;
• Fulfil additional and relevant tasks appropriate to the role and business requirements as outlined by your Team Leader.

Skills/ Qualifications:

• Experience working in a contact centre or a Customer facing role;
• Strong written and oral communication A good understanding of Transfer Agency product within an Investor Services centre environment;
• Knowledge of the NT organization, the fund administration product more generally and the financial services regulatory environment.
• Strong analytical skills Ability to work to set deadlines Strong Microsoft Office Skills (Excel, Word) Attention to detail and strong accuracy.

Work Authorization

Applicants must have the right to work in Ireland at the time of application and for the duration of employment. Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust's history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.

Looking for greater? You found it. A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we've been named one of the world’s most admired companies.

Terms and Conditions

Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure – North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), [phone] (Asia Pacific), 1800-425-0333 (India), [phone] (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

APAC/INDIA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

Canada EOO STATEMENT

Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

EMEA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

USA EEO STATEMENT

It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO Know Your Rights (U.S.)