Client Service Manager, Global Funds Services Permanent

Who we are
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 16,500 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.
Northern Trust’s international business has grown dramatically over the last decade. Some of our largest clients are located in Asia and Australia, which represents a rapidly growing client base for the company. Since 1986, we have been serving clients in Asia-Pacific (APAC), including corporate pension funds, investment managers, insurance companies, government agencies, family offices and corporations. Our intricate understanding of the region allows us to provide unique insights and strategic perspectives to our clients. Currently, we have client offices in Beijing, Hong Kong, Melbourne, Singapore, Seoul, Tokyo and Kuala Lumpur.
What we do
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.
What you will do
Responsible for service and delivery to one or multiple clients within Fund Administration by facilitating efforts of their team and other internal stakeholders, coordinating resources to ensure timely delivery of reports/information and issue-resolution and effectively communicating client concerns/needs to partners. The Client Services Manager (“CSM”) ensures the best possible client experience by owning and optimizing the delivery of service to clients, tracking and reporting of key tasks and assisting the Relationship Manager with management of the client.
Responsibilities
• Monitors and measures client and product performance, including but not limited to SLA’s, issue logs, internal and external client service reviews.
• Delivers client service resolutions by engaging and working with other functional areas both locally and globally, ensures the provision of a timely and efficient level of service excellence.
• Responsible for coordinating overall client service delivery across all applicable disciplines e.g. Custody, Valuation Reporting, Risk and Performance, Derivatives, Collateral Management, Foreign Exchange, Fund Accounting, Transfer Agency, Middle Office.
• Across Shared Service teams and internal stakeholders, coordinates resources to ensure timely delivery and issue resolution, and effectively communicating client concerns and needs to partners.
• Partners with Relationship Manager as required, ensures issues are communicated and escalated in a timely manner both internally and directly with the client.
• Includes daily operational/Client Services responsibilities to ensure SLA and KPIs targets are met.
• Partners with Shared Service teams to continuously optimize operational processes and support structure for client servicing
• Acts as the key client contact within area of expertise and follows up on day-to-day client queries and issue resolution
• Responsible for identifying and addressing service issues as and when they arise
• Provides technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met
• Provides management and client reporting, and coordinate client service review meeting
Your Knowledge/Skills:

• A College or University degree and/or relevant proven work experience is required•
• Excellent oral and written communication skills are required
• Analytical and problem solving skills is required
• Client skill and service excellence
• Highly flexible and adaptable to change
• Strong technical skills across Fund Administration

Working with Us:
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!
We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:
• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN’S Magazine
We’d love to learn more about how your interests and experience could be a fit with one of America’s best banks and most sustainable companies! Build your career with us and apply today.

Additional Information