Client Service Delivery Manager

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role/ Department:    
Responsible for overall client service and delivery across all applicable disciplines. Facilitates efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners.

The key responsibilities of the role include:

• Accountable for the high quality of service delivery, taking ownership and responsibility for client service escalated issues whilst leading them to resolution.
• Drive understanding of products and services across client service teams.
• Challenge service team structure for efficiencies and improvements
• Evidence service excellence via formal client feedback (e.g. client scorecards) and demonstrate effective follow up on all service issues highlighted by clients.
• Implement action plans where applicable for dissatisfied clients
• Maintain awareness of corporate and business strategic priorities and ensure client services and change initiatives are aligned
• Provide project oversight for clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting respective deliverables.
• Undertake appropriate training that tangibly improves industry expertise, technical knowledge and Client service capabilities
• Continuously raise standards for client service; client approved agendas, scorecard feedback reviewed and actioned, KPI reports presented, appropriate positioning of product partners and escalation

Skills/ Qualifications:

The successful candidate will benefit from having:

• Proven proactive client service experience, with the ability to build strong relationships through trust, credible knowledge and delivery of solutions and responsiveness
• Analytical/problem solving through organization and time management
• Ability to build strong internal and external network to assist in the timely resolution of client enquiries/issues
• Initiative to independently accomplish tasks and make decisions
• Manage multiple priorities considering client impact, timeframe complexity and risk
• Ability to coordinate and chair external client and industry meetings
• The ability to operate independently. A self-starter who takes initiative
• Good 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

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected].

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.