Client Service Manager, Sovereign
2 weeks 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 Summary
As the Australian Client Services team continues to grow, we seek a
Client Services Manager (CSM) to join the team in Melbourne.
You will be responsible for servicing clients with the flexibility and commitment needed to meet their requirements and provide them with an exceptional level of service.
In this role, you will develop and maintain relationships with assigned clients and internal Northern Trust partners to better understand the needs of the client and articulate those needs in order to collaborate on process improvements or other service enhancements.
You will be responsible for coordinating the account administration for custody clients, tracking service and delivery to our clients, responding to client inquiries, producing reports and overseeing transaction processing.
This role will also assist the Relationship Managers (RM) and Client Service Delivery Managers (CSDM) in the generation of additional business, preparing and making client presentations and coordinating with servicing teams around the globe.
You will need to be comfortable working individually and as part of a wider teamThis role will report to the Head Of Client Services, Sovereign & Government.
What you will do
- Coordinate the account administration for custody and fund administration clients
- Develop a clear understanding of clients' needs behind service requests and communicate to service partners. Coordinate with servicing teams on execution of client activity, communicating with client and vendors as appropriate.
- Track service and delivery results against service level descriptions, monitoring service and delivery through client reviews, internal and external surveys, specific client feedback, and consultant feedback.
- Receive service requests from clients and partners; execute daily client activity, oversee transaction processing, handle inquiry resolution, obtain appropriate documentation, and ensure systems information is uptodate.
- Responsible for identifying and addressing service issues as and when they arise
- Maintain service and delivery issues log, drive accountability and closure of issues in a timely manner.
- Monitor performance to ensure the operational teams are adhering to the client(s) Service Level Agreement(s). Attend operational meetings both internally and externally with clients
- Provide appropriate escalation of service & delivery and other relevant issues and opportunities to RMs, CSDMs, shared services and/or internal stakeholders.
- Responsible for managing the onboarding of new clients including oversight for the opening of accounts, set up of systems and creation of service level description documents.
- Carry out complex activities with significant financial, client, and/or internal business impact
- Communicate with clients regularly to inform them of account setup or status, document requests, or other information.
- Ensure accurate set up and review of fees/invoices.
- May manage daily operational activities and supervise daytoday work other employees (but not a formal management role)
- Able to facilitate discussions and reach decisions regarding service delivery matters.
- Assist clients and partners with complex problem resolution
- Assist RMs and CSDMs in the generation of additional business, making client presentations, and coordinating servicing team.
About You
- Functional / Industry Knowledge in global custody and fund administration are required
- General business knowledge, including knowledge of accounting usually acquired through coursework, is required to oversee client transactions.
- Excellent oral and written communication skills
- Organizational skills including time management and effective prioritization
- Attention to detail
- Ability to problem solve, identify root cause and remediation
- Strong awareness of risk to both the client and Northern Trust
- Strong interpersonal skills and an ability to work well with clients and internal teams globally, creating a strong network of contacts.
- Proficient or advanced skills in Microsoft Excel and ability to analyse large data sets
- A degree in business or financial services, post graduate industry certification and/or 5+ years of relevant work experience is preferred
- Accounting knowledge would be advantageous.
Working with Us:
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