Sr Consult, Client ServicesGFS

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. ole Reporting to the Client Services Team Manager, The Client Service Manager (Senior Consultant) is responsible for the day-to-day delivery and oversight of Transfer Agency services for a portfolio of clients. Acting as the primary operational point of contact, the role ensures all client deliverables are met in line with agreed Service Level Documents (SLDs), whilst maintaining strong client relationships, managing service issues, and supporting a consistent, high-quality client experience.

Responsibilities

• Day to day delivery of all TA Services to the client.
• The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
• Be the face of Northern Trust to our external and internal partners
• Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
• Provide technical expertise for the development of new TA Products and develop SLD's with your clients for the take on of these new products and services
• Participates / leads client due diligence visits
• Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client
• Responsibility for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log
• To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met.
• Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality.
• Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service.
• Liaising with clients regarding Service Level Agreements and responsible for all client facing documentation and presentations.
• Consult on effective ways to meet client needs or appropriate methods to be used for resolution of an error.
• Ensure that Partner and Client interactions are dealt with in a prompt professional manner at all times.
• Demonstrate Client servicing skills in all interactions and maintain a positive manner.
• Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
• Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate.
• Strive for first contact resolution on all incoming queries.
• Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner.
• Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and accelerate issues to management as appropriate.
• Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
• Manage Projects for key Clients.
• Co-ordinate all interaction with clients or their nominated representatives.
• Deliver 'Priority Client Discussions' within agreed timetable determined by the CSM Team and Manager.
• Perform testing of client specific reporting.
• Deliver against PMO responsibilities within Client Take On process.
• Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent Client Servicing

REQUIREMENTS

• The ideal candidate will hold a degree in a relevant discipline, along with experience in a client-focused role gained in the financial services or banking industry.
• Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration or banking experience will be considered.
• Previous experience with people management (though this will be an individual contributor role) and change management skills desirable.
• Track record of building and maintaining strong client relationships.
• Transfer Agency Industry and Regulatory knowledge strongly preferred.
• Effective verbal reasoning and numeric skills required.
• Good keyboard skills and ability to learn systems used within the business required.
• Ability to work under pressure meeting challenging deadlines.
• Planning and organisation skills.
• Flexible approach to work.
• Ability to review and resolve complex issues in a timely manner.
• Ability to work under pressure meeting challenging deadlines.
• Ability to work on own initiative.
• Ability to build relationships with relevant stakeholders:
• Internal Stakeholders - Global Fund Services (GFS) Ireland Head of Operations and Head of Client Services, Relationship Managers , Client Service Delivery Managers and outsourced locations
• External Key Stakeholders - Clients, Independent Boards, Regulators including CBoI and FED

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.

Terms and Conditions Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure - North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at , or alternatively you can discuss your individual requirements with the recruiter you are working with. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1- (North America), - (Asia Pacific), (India), (0) (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

APAC/INDIA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

Canada EEO STATEMENT Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

EMEA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

USA EEO STATEMENT It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment . click apply for full job details