Client Service Manager

Major Duties

• Responsible for service and delivery to one or multiple clients within their area of specialization (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing).
• Ensures and maintains client service levels to dedicated client(s) by ensuring the timely and accurate delivery of reports/information, attends operational meetings both internally and externally with key client(s).
• Operates independently; has in-depth knowledge of business unit/function.
• Manages large and/or complex projects such as strategic change management, new business/product initiatives, process re engineering, merger and acquisitions integration and provides multi disciplinary consulting service such as marketing and technology to business groups.
• Cultivates and maintains working relationship with Relationship Managers, Client Service Delivery Managers and other Service Managers to ensure client service needs are met.
• Acts as the key client contact within area of expertise and follows up on day to day client queries and issue resolution.
• Responsible for identifying and addressing service issues as and when they arise.
• Provides technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met.
• Provides management reporting on transactions, including statistics on volume, productivity, new development and service impact to clients.
• Assists client(s) and partners with complex problem resolution.
• Interacts with various operations areas to improve processes, oversee software installations, and research processing problems or resolve client inquiries.
• Maintains risk management and compliance programs and activities for their assigned group.
• Strategic in developing, implementing and administering programs within functional areas.

Knowledge

• Excellent oral and written communication skills are required.
• Knowledge of financial industry operations, including fiduciary services and use of trust systems is required.
• Analytical and problem solving skills are required.

Experience

• A College or University degree and/or relevant proven work experience is required.

Reasonable Accommodation

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 .

EEO Statement

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.

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.

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.

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.