Technical CoOrdinator Quality
6 months ago
About 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.
Role/ Department:
The Fund Service Centre provides third party investor services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions and commissions.
Reporting to theQuality and Complaint Manager,you will be responsible formonitoring the quality of query handling within the Fund Service Centre, across all clients, with a view to ensuring that queries are handledtoan exceptional standard.
The key responsibilities of the role include:
Carrying out quality checks and reviews on all communication channels on behalf of the Fund Service Centre, measuring against agreed targets
Providing coaching and support to team members as required and in line with the quality function role.
Providing support and training to new members of the team, following the new trainee flight path, ensuring feedback sessions are carried out.
Utilising quality metrics/results to enhance existing new-hire training material.
Preparing and distributing team Quality MIwithin agreed deadlines, ensuringtimely feedback is provided to partners to improve quality metrics.
Chairing monthly quality review meeting with the management team to share results and improvement opportunities identified.
Identifying trends in investor queries across the wider Investor Service Centre network and proactively propose improvement opportunities to Senior Management on how we can better our service for our investors.
Supporting with Client Due Diligence requests as required.
Maintaining a thorough knowledge of all operational team procedures and processes, working with the operational teams to ensure all procedures and partner-facing knowledge resources are up to date.
Demonstrate flexibility by supporting with the wider teamscomplaint resolution and real-time query/quality checksif/whenrequired.
Skill/Qualifications
Proven experience performing quality analysis in a multi-client contact centre environment preferred.
Experience with Verint Call Recording or othermonitoring systemsbeneficial.
Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI.
Must be proficient with Microsoft office products.
Excellent communication skills – (listening skills, oral communication skills, information sharing and written communication skills)
Ability to multi-task
Interpersonal (relationship building, respectful, problem solving and understanding)
Thinking (decision making, idea generation, inclusion and problem solving)
Leadership (direction, idea generation, knowledge sharing and team recognition)
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 .
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.
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