Technical Coordinator - Transfer Agency, Fund Service Centre

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

We have a balanced hybrid working model to ensure you get the flexibility you need, and the successful candidate will spend their time between working in the office and working from home.

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 from having:

• Strong technical knowledge or experience within Transfer Agency, Investor Services, Financial Services Operations or a customer service environment.
• A strong customer focus and commitment to quality, accuracy and positive investor outcomes.
• Excellent communication, interpersonal and stakeholder management skills.
• The ability to mentor others, provide constructive feedback and support partner development.
• Strong organizational, analytical and problem-solving skills, with the ability to manage competing priorities.
• The confidence to make sound decisions and escalate appropriately in a fast-paced operational environment.
• Strong attention to detail, risk awareness and understanding of the importance of documented controls.
• The ability to use operational data and reporting to identify trends, service pressures and improvement opportunities.
• Experience with telephony, workflow or case-management tools, including MS Dynamics, would be advantageous.
• A collaborative approach and willingness to support change, continuous improvement and cross-location working.

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 [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.