Wealth Management Client & Partner Support Leader

Northern Trust; Chicago (IL); On-site; USD 172,000 - 301,000; Full time

Job summary

Northern Trust is seeking a Head of Client & Partner Support to lead a large function delivering high-touch wealth management client and partner service. The role oversees centralized teams, ensuring compliant, efficient support and sophisticated client interactions.

You will drive strategic initiatives, optimize operating models, and mentor a diverse team across Contact Center, Partner Support, and Digital Consulting to achieve top satisfaction and risk management standards.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 10+ years in Wealth Management or Financial Services, with at least 10 years in leading large support functions.
• Experience managing cross-functional teams, driving operational excellence, and leading integration efforts.

Responsibilities

• Design, implement, and continuously improve the operating model for Client & Partner Support, aligning with business and enterprise priorities.
• Lead multiple functional groups, including Contact Center, Partner Support, and Digital Consulting, fostering a culture of teamwork, accountability, and communication.
• Develop and execute strategic plans that unify and optimize support functions, driving synergies and best-in-class service delivery.
• Translate organizational strategy into actionable plans, ensuring alignment with long-term business objectives.
• Use feedback mechanisms (e.g., engagement surveys) to inform programming that supports satisfaction and retention.
• Oversee managers leading daily operations across client servicing in our WM Contact Center, Partner Support and Digital Consulting teams.
• Ensure timely, accurate, and empathetic resolution of complex client and partner inquiries, focusing on relationship-driven interactions over transactional volume.
• Define and uphold service standards, workflows, and escalation protocols tailored to high-net-worth clients and internal partners.
• Promote adoption of self-service and enterprise tools, advocating for enhancements that improve the client and partner experience.
• Implement standardized procedures to improve service delivery, reduce administrative burden, and embed risk controls and productivity metrics.

Skills

Client-centric leadership

Wealth management knowledge

Regulatory & risk management

Stakeholder management

Analytical decision making

Cross-functional collaboration

CRM platforms

Microsoft Office / enterprise tools

Education

Bachelor’s degree

Advanced degree preferred

Tools

CRM platforms

Microsoft Office

Contact Center platforms

Enterprise collaboration tools

Job description

Northern Trust is seeking a Head of Client & Partner Support to lead a large function delivering high-touch wealth management client and partner service. The role oversees centralized teams, ensuring compliant, efficient support and sophisticated client interactions.

You will drive strategic initiatives, optimize operating models, and mentor a diverse team across Contact Center, Partner Support, and Digital Consulting to achieve top satisfaction and risk management standards.