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CLIENT SERVICE MANAGER, HFS

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Institutional Trust
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74626 Requisition #
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PRINCIPAL RESPONSIBILITIES

Work closely with counterparts from the operational teams to ensure smooth service delivery.
Plans and facilitates client meetings/calls including scheduling client service review meetings/calls and visits; preparation for and follow up of client meetings; responsible for the creation of and subsequent monitoring of performance against Service Level Agreements; and due diligence visits/calls/questionnaires. 
Ensures follow up to day to day client queries and issue resolution.
Partners with Relationship Manager/s and ensures issues are communicated and escalated in a timely manner both internally and directly with the client/s.
Responsible for overall project planning for key client/s including new funds, mergers, liquidations etc.  
Responsible for managing client service reviews within each of the key product areas Fund Accounting, Transfer Agency, Custody, Risk & Compliance, Corporate Secretariat.
Ensures timely completion and publication of monthly reporting including calculating Key Performance Indicator levels (review and approval of monthly reporting) and review of monthly reporting packs to consultant/client.
Prepares for, attends and presents to Board Meetings and is responsible for reviewing board packs and following up action items raised during the meetings. 
Ensures completion of other ad hoc planning and tasks such as call reporting, Know Your Client requirements, at risk reporting, issues reporting, relationship plans etc. 
Focus of role is on execution of strategic direction of business function activities. 
Carries out the most complex initiatives involving multiple disciplines and/or ambiguous issues. 
Consistently displays a balanced, cross-functional perspective, liasing with the rest of the business to improve efficiency, effectiveness and productivity. 
Highly flexible and adaptable to change.

SKILLS / EXPERIENCE

Extensive financial industry operations experience including some management and client service experience.
Technical knowledge of Fund Administration, Custody and Middle Office Operations usually acquired through related work experience is required to manage overall client service.
Knowledge of the hedge fund industry preferable but not required.
Previous exposure to and comfort with dealing with senior client management.
Highly articulate with good communication skills. 
Ability to initiate and deliver change.
Strong understanding of role of external parties such as auditors and Board of Directors, Management Company required.
Skills in negotiation, delegating, leadership, and service are necessary to service the client relationship 
Strong interpersonal skills. Able to motivate and galvanise a team of people who may be based in different locations and with varying levels of expertise.



About Northern Trust 

For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 18,500 employees globally. We serve the world’s most-sophisticated clients – from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands.

We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater.

Northern Trust proudly cultivates a diverse workforce, to serve our diverse client base. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company. We encourage applications from the best regardless of ethnicity, gender, gender identity, age, nationality, disability, sexual orientation, education, socio-economic background, parental and caring status, or religion. 

As of December 31, 2018, Northern Trust Corporation had:

$10.1 trillion in assets under custody/administration
$7.6 trillion in assets under custody
$1.1 trillion in assets under management
$132 billion in banking assets 

This role is open to flexible working arrangement, which can be one day per week working from home or flexible schedule.  

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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 or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

Equal Employment Opportunity Statements
  • APAC EEO Statement
    • APAC 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
    • 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
    • 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
    • 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. EEO poster (U.S.)EEO is Law Poster Supplement