Client Service Delivery Manager

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About 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.

Hybrid — We have a balanced hybrid working model to ensure you get the flexibility you need, and the successful candidate will spend their time between working in the office and working from home.

The Client Service Delivery Manager (CSDM) is responsible for overall service for key franchise client(s) working closely with operational teams and senior management cross jurisdictional. The successful candidate should utilize their knowledge of services to provide clients with information and suggestions to add value to the relationship and work with the Relationship Manager(s) to identify opportunities to cross-sell products generating additional revenue.

• Responsible for service within Northern Trust and ensures connectivity across operational teams within both organizations (NT and Client).
• Plans and facilitates client meetings/calls including scheduling client service review meetings/calls and visits; preparation for and follow up of client meetings/Due Diligence Visits.
• In conjunction with the Relationship Managers, engages with the Client's Senior Management on difficult / complex issues, including error resolution and management.
• Responsible for the creation of and subsequent monitoring of performance against Service Level descriptions including oversight of all fee billing to ensure it is issued in a timely manner.
• Ensures follow up to day-to-day client queries and issue resolution in conjunction with Fund Accounting / Transfer Agency etc.
• Partners with the Relationship Managers and ensures issues are communicated and escalated in a timely manner both internally and directly with the clients.
• Responsible for overall project planning for the clients including new funds, mergers, liquidations etc. in conjunction with New Business Teams and Operations.
• Responsible for running client service reviews with operational areas Fund Accounting, Transfer Agency, Custody, Risk & Compliance, Corporate Secretary and arranging Virtual Team Meetings.
• Ensures timely completion and publication of monthly reporting including calculating Key Performance Indicator levels and review of monthly reporting packs to consultant/client.
• In partnership with the Relationship Managers, prepares for and attends Board Meetings and is responsible for reviewing board packs and following up action items raised during the meetings.

• A strong track record with multiple years experience in financial servicing, preferably in trust or asset servicing.
• Knowledge of trust or asset management and accounting required to manage client relationships.
• Knowledge of general finance and portfolio management concepts to consult on client needs.
• Skills in negotiation, delegating and leadership are necessary to service the client relationship.
• Previous experience in a similar role.
• Is innovative and solution driven.

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

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.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Project Management and Information Technology