UKTA Client Service Manager

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.

Department

The Transfer Agency department provides a third-party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions, and statements.

Role

The Client Service Manager is accountable for ensuring client satisfaction through:

• Responsiveness to client escalations and enquiries regarding the operation of all products
• Adherence to procedures and agreed Service Level Descriptions
• Accurate and timeliness of agreed daily/weekly/monthly deliverables

Principle responsibilities  

• Serve as main TA contact for client support, escalations or queries working with the appropriate internal partners to deliver client service excellence.
• Prepare and present TA performance packs and or action logs for client meetings. Owning actions logs and tracking items to closure with subject matter experts.
• Lead communication of any business change impacting clients including all communications during TA incidents or outages, sharing updates on impact and recovery until resolved.
• Identifying revenue generating/cost reducing client operational efficiencies
• Lead or participate in client service reviews and other client meetings.
• Maintenance and adherence of Service Level Agreements
• Reviews project requests and requirements, gathering operational feedback and represents client internally.
• Communication of any changes to the client relationship to the relevant internal partners
• Proactively work with the client and internal partners to automate manual processes and minimise risk
• Identifies and addresses service issues, ensuring the correct resolution for both client and NT, ensuring root cause is assessed and actions to prevent are implemented. 

The successful candidate will benefit from having:

• Proven proactive client service experience, with the ability to build strong internal and external relationships through trust, responsiveness, credible knowledge and delivery of solutions.
• Ability to work across jurisdictions, within a Global service model, working with other CSMs to align and ensure excellent consistent service is provided.
• Analytical/problem solving through organisation and time management
• Specific TA regulatory knowledge covering topics such as Consumer Duty and CASS, as well as others.
• Initiative to independently accomplish tasks and make decisions, in addition being a team player, with ability to support and cover for colleagues whilst still managing your own objectives.
• Manage multiple priorities considering client impact, timeframe complexity and risk
• Ability to represent Northern Trust in external meetings and the client in internal meetings
• Strong Transfer Agency experience.

The competencies that would be valuable for this role include:

• The ability to operate independently. A self-starter who takes initiative
• Good Transfer Agency, risk management and compliance knowledge and understanding
• Excellent communication skills. Ability to cultivate and maintain strong and pro-active working relationships with partners and clients of all levels
• Strong problem solving and analytical skills
• Key Competency Behaviours
• Attention to detail
• Take Action
• Advise Beyond Expectations

Work Authorization

Applicants must have the right to work in the United Kingdom at the time of application and for the duration of employment.

Please note that Northern Trust is unable to provide visa sponsorship for this role. This includes Skilled Worker visas, Global Business Mobility routes, Graduate visas, Youth Mobility Scheme, High Potential Individual visas, Scale-up Worker visas, Temporary Worker visas, and other employer-sponsored visa categories.

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.