Job Description
Client Service Delivery Manager page is loaded
Client Service Delivery Manager
Apply locations London, United Kingdom time type Full time posted on Posted 2 Days Ago job requisition id R125748About 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.
The Client Service Delivery Manager will be responsible for overall client service and delivery across all Global Fund Services functions (Custody, Fund Accounting, Transfer Agency and Middle Office Outsourcing).
The selected candidate will focus on one of our strategically important global client relationships.
This role will be the senior point of contact for service, facilitates and leads the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue resolution, and effectively communicating client requirements and any concerns to partners, including senior managers.
The successful candidate will be responsible for:
Working closely with Client Service Managers, Relationship Managers, Change Management, Operations Teams and Product, globally, to ensure smooth service delivery.
Monitoring service closely to pre-empt upcoming service issues causing client escalations and ensure senior management are aware.
Partnering with Relationship Managers and other stakeholders ensuring issues are communicated and escalated in a timely manner both internally and directly with the clients. Ensure any necessary remediation is quickly implemented and is effective and communication internally and with clients is consistent.
Having a complete understanding of client's business, objectives, goals and market challenges.
Planning and facilitating client meetings including chairing client service reviews, ensuring actions are captured and completed. Input into Joint Steering Groups meetings and Risk Management Forums. Responsible for the creation of, and subsequent monitoring of performance against Service Level Agreements with the Client Service Managers.
Responsible for the coordinated completion of due diligence questionnaires, arranging and attending due diligence visits. Ensuring client packs delivered accurately and in a timely manner.
Executing on the most complex initiatives involving multiple disciplines and/or ambiguous issues.
Consistently displaying a balanced, cross-functional perspective, liaising with the rest of the business globally, to improve efficiency, effectiveness and productivity.
Overseeing projects for clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables.
The competencies we seek include:
Effective communication skills; verbal, non-verbal and written.
Demonstrated ability to communicate at all levels.
Extensive client facing experience.
Personal accountability & resilience
Good networking skills
Excellent negotiation skills
Effective prioritisation
Technical / digital proficiency
The successful candidate will benefit from having:
Extensive financial industry operations experience including some management and client service experience.
Previous exposure to and comfort with dealing with senior management, internally and externally.
Highly articulate with good communication skills.
Skills in negotiation, delegating, leadership, and service are necessary to service the client relationship.
Strong interpersonal skills. Able to motivate and galvanise a team of people who may be based in different locations and with varying levels of expertise.
Demonstrated ability to initiate and deliver change.
Highly flexible and adaptable to change.
Reasonable Technical knowledge of Fund Administration, Transfer Agency and Custody
Strong understanding of middle office and Derivative operations usually acquired through related work experience is required to manage overall client service.
Comfort with investment management software and information technology including but not limited to order management systems.
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 MyHRHelp@ntrs.com .
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.