Business Development Professional

Overview of the Position:

We are seeking a highly skilled Client Service Manager to join our team. As a Client Service Manager, you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client SLA.

The department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements.

• Manages functional teams; coordinates the work, communication and issue resolution activities. The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
• 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 SLAs 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 RMs/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 SLAs 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
• 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 escalate 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.
• 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.

• A degree in a relevant discipline is required.
• 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 and change management skills desirable.
• A 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.
• Ability to review and resolve complex issues in a timely manner.
• Ability to build relationships with relevant stakeholders.

At Northern Trust, we are committed to assisting the communities we serve. 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 with a greater purpose. Build your career with us and apply today.