Technical Coordinator, Transfer Agency (Fund Service Centre)

The Northern Trust Company; Limerick; Hybrid; EUR 48,000 - 70,000; Full time

Job summary

The Northern Trust Company in Ireland is seeking a Technical Coordinator within Transfer Agency. You will combine day-to-day operational delivery with technical support, quality oversight and partner development across investor and client queries via telephone, email and written channels.

Reporting to the Team Leader, FSC, you will ensure service levels, controls and escalation protocols are followed, mentoring peers and driving continuous improvement in a global client service environment.

Responsibilities

• Support the Team Leader with the day-to-day coordination of the FSC team and deputise when required, within the agreed scope of the role.
• Act as a subject matter expert and first point of support for partners handling complex, sensitive, high-risk or aged investor and client queries.
• Monitor workflow across telephony, MS Dynamics email and written enquiry channels, highlighting changes in volumes, queue positions, aged items or service risk and helping to prioritise activity.
• Use available telephony, MS Dynamics and workflow reporting to support service-level monitoring and the effective allocation of daily resources.
• Provide hands-on support during peak periods, service pressure or emerging backlogs, while maintaining ownership of agreed technical and coordination activities.
• Mentor and coach partners through side-by-side support, case reviews, quality feedback, knowledge sharing, refresher training and follow-up on identified development needs.
• Support the Quality function and Team Leader in reviewing quality outcomes, identifying recurring trends and implementing targeted coaching or procedural improvements.
• Complete or support email quality control and other key process checks, providing clear and constructive feedback and escalating recurring or material issues.
• Ensure operational controls are understood and followed, including caller authentication, registered email checks, workflow ownership, outbound task tracking, complaint notification requirements and escalation protocols.
• Support the early identification and escalation of complaints, incidents, near misses, fraud concerns, data protection issues and unusual activity in line with documented procedures.
• Maintain appropriate ownership of escalated queries, coordinating with Dealing, Registration, Settlements, Complaints, AML/Fraud, Oversight, CSMs and other specialist teams as required.
• Contribute to procedure reviews, knowledge articles, email templates and other controlled guidance to help maintain accurate and consistent working practices.
• Support operational change by helping to test and embed new processes, system enhancements, control updates and training requirements across the team.
• Work collaboratively with India FSC/ISC colleagues and local management where activity is supported across locations, providing clear technical guidance, feedback and escalation support.
• Represent FSC at relevant operational meetings, forums, client visits, due diligence sessions and change discussions when required.
• Promote a positive team culture focused on service excellence, accountability, inclusion, continuous improvement and strong customer outcomes.

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.

Working Model

Hybrid

Role / Department

Transfer Agency provides administration services to fund management companies across a range of investor servicing functions, including dealing, registration, settlements, distributions, commissions and statements. The Fund Service Centre is the investor and client contact center for Transfer Agency, supporting telephony, email and written enquiry channels.

Reporting to the Team Leader, Fund Service Centre, the Technical Coordinator will combine day-to-day operational delivery with technical support, quality oversight and partner development. The role supports the handling of investor and client queries across telephone, email and written channels and helps ensure that work is completed accurately, within agreed service levels and in line with operational controls.

The current service model includes telephone services, written enquiries, MS Dynamics email workflow, email quality control, investor authentication, case management, complaint handling, KPI reporting, triage and queue monitoring. The Technical Coordinator will act as a subject matter expert and first point of support for partners, working closely with Team Leaders, the Quality function, Resource Planning, Complaints, India partners and wider Transfer Agency teams.

The key responsibilities of the role include

• Support the Team Leader with the day-to-day coordination of the FSC team and deputise when required, within the agreed scope of the role.
• Act as a subject matter expert and first point of support for partners handling complex, sensitive, high-risk or aged investor and client queries.
• Monitor workflow across telephony, MS Dynamics email and written enquiry channels, highlighting changes in volumes, queue positions, aged items or service risk and helping to prioritise activity.
• Use available telephony, MS Dynamics and workflow reporting to support service-level monitoring and the effective allocation of daily resources.
• Provide hands-on support during peak periods, service pressure or emerging backlogs, while maintaining ownership of agreed technical and coordination activities.
• Mentor and coach partners through side-by-side support, case reviews, quality feedback, knowledge sharing, refresher training and follow-up on identified development needs.
• Support the Quality function and Team Leader in reviewing quality outcomes, identifying recurring trends and implementing targeted coaching or procedural improvements.
• Complete or support email quality control and other key process checks, providing clear and constructive feedback and escalating recurring or material issues.
• Ensure operational controls are understood and followed, including caller authentication, registered email checks, workflow ownership, outbound task tracking, complaint notification requirements and escalation protocols.
• Support the early identification and escalation of complaints, incidents, near misses, fraud concerns, data protection issues and unusual activity in line with documented procedures.
• Maintain appropriate ownership of escalated queries, coordinating with Dealing, Registration, Settlements, Complaints, AML/Fraud, Oversight, CSMs and other specialist teams as required.
• Contribute to procedure reviews, knowledge articles, email templates and other controlled guidance to help maintain accurate and consistent working practices.
• Support operational change by helping to test and embed new processes, system enhancements, control updates and training requirements across the team.
• Work collaboratively with India FSC/ISC colleagues and local management where activity is supported across locations, providing clear technical guidance, feedback and escalation support.
• Represent FSC at relevant operational meetings, forums, client visits, due diligence sessions and change discussions when required.
• Promote a positive team culture focused on service excellence, accountability, inclusion, continuous improvement and strong customer outcomes.

Skills / Qualifications

The successful candidate will benefit fro