Sr Consult, Client ServicesGFS

ntrs; Dublin; On-site; EUR 70,000 - 105,000; Full time

Job summary

Northern Trust is seeking a Senior Client Service Manager (Transfer Agency) to oversee day-to-day TA services for a portfolio of clients. You will partner with Operational teams to meet targets and maintain service levels, while guiding new TA products and client onboarding.

The role requires a degree in a relevant discipline and experience in financial services, with strong verbal and numeric skills and a track record in client relationship management.

Qualifications

• Degree in finance or a related field.
• Experience in a client-focused role within financial services.
• Transfer Agency knowledge is strongly preferred.
• People management experience is desirable.
• Strong verbal reasoning and numeric skills.

Responsibilities

• Deliver TA services daily for clients with Operations partners.
• Maintain client service levels and timely delivery of information.
• Lead client due diligence visits and respond to enquiries.
• Provide technical input for new TA products and on-boarding.
• Escalate issues to RM/management and ensure proper logging.
• Coordinate client communications and SLAs with internal teams.

Skills

Client relationships

Transfer Agency

Change management

Verbal reasoning

Numeric skills

Systems literacy

Education

Degree in Finance or related field

Job description

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.

Reporting to the Client Services Team Manager, The Client Service Manager (Senior Consultant) is responsible for the day-to-day delivery and oversight of Transfer Agency services for a portfolio of clients.

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 SLD's with your 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
• Responsibility for vetting all incident reports prior to release to RM's/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 evacuate 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

Requirements

• 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
• Previous experience with people management (though this will be an individual contributor role) and change management skills desirable
• Track record of building and maintaining strong client relationships
• Transfer Agency Industry and Regulatory knowledge strongly preferred
• Effective verbal reasoning and numeric skills required
• Good keyboard skills and ability to learn systems