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Team Leader, Client Service - Investment Operations

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Operations/Securities
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68302 Requisition #
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Team Leader, Client Service - Investment Operations 

Business Summary
Northern Trust (NT) Investment Operations Outsourcing (IOO) provides Middle Office services and solutions to Investment Managers (IMs) across various functions, including trade matching, trade settlement, reconciliation, and reporting. The IOO North America (NA) New Accounts & Transitions (NA&T) Team is responsible for the coordination and execution of existing IOO NA clients’ new account set-ups and related transitions lifecycle events, including asset transfers, third-party operational set-ups & account maintenance, and other activities. 

Position Summary  
At the Team Leader level within IOO, an individual is a leading member of an IOO client or functional service team that provides comprehensive, in-depth consulting, support and leadership to the team and business partners. The Team Leader carries out activities and projects that are larger in scope and more cross-functional and technically difficult. The role is balanced between high level operational execution and development, and implementation of strategic direction of business function activities. The Team Leader plays a key role ensuring service quality and is seen as a key advisor on significant business decisions. 

The Team Leader also oversees an IOO client or functional service team and is responsible for ensuring the quality of IOO middle office services delivered to various clients. The Team Leader makes staffing decisions, establishes employee performance standards, conducts performance management reviews and helps to ensure employee developmental and training needs are achieved. The successful Team Leader has relevant industry subject matter expertise, understands client needs, and with assistance, will navigate the Northern Trust service & delivery organization servicing as an advocate for the client. The Team Leader consults with the client, the Relationship Manager and the NT service & delivery organization to deliver solutions that can meet the evolving needs of the client. 

Within the IOO NA NA&T Team, the team is composed of Transitions Coordinators (TCs). The TC is an external client-facing role within IOO NA that partners with various internal IOO and non-IOO functional teams to coordinate and execute the accurate and timely completion of client new account set-ups & transitions events. TCs act as event-driven project coordinators, as well as day-to-day client service representatives executing various tasks, duties, and responsibilities. The Team Leader will directly manage and supervise a group of TCs within the team. 

Major Duties 
1. Recruit, train, mentor and develop employees. 

2. Define performance standards, conduct performance reviews and handle salary administration. 

3. Provide management, leadership and guidance to staff, creates an environment that encourages employee engagement, teamwork, and communication. 

4. Develop staffing and succession plans.  

5. Proactively prepare to ensure an effective onboarding experience for new Partners. 

6. Oversee the delivery of IOO middle office services. 

7. Create and negotiate the Service Level Agreement (SLA), measure delivery of services against SLA, take corrective actions where needed to address service deficiencies. 

8. Generate, interpret and action Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly. 

9. Create, document, maintain and improve process flows, operating procedures and controls. 

10. Participant on business and technology enhancement initiatives. 

11. Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust. 

12. Research, analyze and resolve complex client inquiries. 

13. Assist in performing cost benefit and impact analysis related to the request for new client services. 

14. Build working relationships with clients. 

15. Responsible for the delivery and continuous enhancement of IOO middle office operations and client services. 

16. Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meeting, work to resolve client servicing issues timely. 

17. Responsible for creating and reporting on client satisfaction. 

18. Schedule and conduct Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required. 

19. Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency and team effectiveness. 

20. Build relationships with Relationship Managers (RMs), Shared Service Managers and NT support groups. 

21. Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered. 

22. Ensure internal and client issues are communicated and escalated in a timely manner. 

23. Facilitate the Shared Services Engagement model, responsible for coordinating shared service delivery across NT servicing teams. 

Additional Responsibilities and Activities of the Team Leader and those of the Employees to be Supervised by the Team Leader  

Functional – Acting both as an Executor and a Coordinator 
• Accurately perform all activities related to new account openings, account closings, and custodian changes in accordance with client Service Level Agreements (SLAs) and department procedures. 

• Ensure that operational procedures exist for all core processes and update existing procedures as business practices change. 

• Escalate items or issues that are creating roadblocks to process completion and/or threaten established SLAs. 

• Proactively identify and help implement process improvements to improve NT quality, increase NT productivity, reduce expenses and/or enhance the client experience. 

• Escalate and document client service requests which require manual support. 

• Update and maintain functional task & deliverable (FTD) list. 

• Train and/or mentor other team members on TDRs. 

• Review and update roles’ process flows and desktop operating procedures to improve their quality and usefulness. 

• Master the responsibilities of core functions and cross-train to learn additional functions. 

Client Service – Delivering Accurate and Timely Information 
• Meet all management and client timelines for successful transitions. Work with management as needed when a client-provided timeframe may need to be adjusted for any reason. 

• Acknowledge client communications within a reasonable timeframe and provide updates when relevant information is obtained and/or when requested. 

• Anticipate client and internal customer needs by asking follow-up questions and by providing all pertinent information to a situation. 

• Maintain real-time log of all client requests and events and update within required timeframes. 

• Track data and metrics, such as Issues Log and Key Performance Indicators (KPIs), Management Information Statistics (MIS), or scorecard reporting. 

• Identify and escalate potential risks to management by balancing strong client service along with protecting Northern Trust. 

• Partner with clients and other internal teams to deliver quality service that meets all SLAs and achieves targeted scorecard ratings. 

Continued Development – Ongoing Personal Learning, Risk Management & Process Improvements 
• Ownership of personal learning and expansion of day-to-day process knowledge, as well as a broad understanding of where the IOO Transitions role fits in the department as a whole. 

• Promote a positive team environment. 

• Gain an understanding of the client and its business model. 

• Ask questions of peers and management staff as needed to gain insight and additional knowledge when needed. 

• Promptly escalate concerns to your management. 

• Ensure completion of NT required training within 15 days of assignment, unless otherwise agreed upon with your management. 

• Work with teammates to expand knowledge of the other functional desks within the client service team. 

• Identify, lead and/or assist with the implementation of business process and/or technology enhancement effort(s) that seek to improve the quality of client service, close a product or service gap, increase team productivity or reduce the cost of service delivery. 

• Take an active role in helping to on-board a new Partner, cross-train an existing Partner, and/or share knowledge to help others become more knowledgeable, productive and effective in their role(s). 

• Create your professional development plan with review with your manager.
Knowledge / Skills 
• Knowledge of financial services, asset management and / or investment operations 
• Excellent oral and written communication skills 
• Leadership and organizational skills to develop periodic goals and to manage and motivate team members towards achieving the goals set 
• Analytical and problem solving skills 
• Highly flexible and adaptable to change 
• Attention to detail 
• Works with a sense of urgency 

Competencies 
• Personal enabler and self-starter with demonstrated ability to identify opportunities for continued self-development & adaptability to feedback; highly motivated and looking to be inspired. 
• Display leadership characteristics; able to adapt communication style to various audiences. 
• Self-confident and challenges the status quo by asking questions and seeking reasonable answers 

Experience Required 
• A college or university degree and / or minimum of 5 years of relevant work experience 
• Previous Financial Industry Operations, Asset Management and / or Investment Operations experience 
• Previous management or supervisory experience 
• Previous client management and client service experience in a service oriented environment 
• Previous Change / Project Management experience 
• Experience handling day-to-day activities in conjunction with longer-term initiatives. 
• Experience both as a simultaneous executor and coordinator. 
• Extensive knowledge of the lifecycle of a trade. 
• Advanced knowledge of Microsoft Outlook, Excel, PowerPoint, and Word. 
• Ability to handle and effectively manage extremely cyclical activity volumes and changing priorities. 
• Familiarity with Risk Management concepts and best practices  

Experience Preferred 
• Knowledge of Microsoft Visio and SharePoint 
• Data and Workflow Management experience 
• Knowledge of existing NT systems and platforms 

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. 

 As of September 30, 2018, Northern Trust Corporation had: 
$10.8 trillion in assets under custody / administration 
$8.2 trillion in assets under custody 
$1.2 trillion in assets under management 
$132 billion in banking assets

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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.

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