19 days old

Client Service Investment Operations Manager

Northern Trust
Chicago, IL 60602
  • Job Code
The Senior Client Service Manager (Sr. CSM) manages one or more Investment Operations Outsourcing (IOO) Client Service teams and is responsible for ensuring the quality of IOO middle office services delivered to one or more clients. The Sr. CSM makes staffing decisions, establishes team and employee performance standards, conducts performance management reviews and helps to ensure employee developmental and training needs are achieved. The successful Sr. CSM has extensive industry subject matter expertise enabling them to understand the needs of complex and large clients and can navigate the Northern Trust service & delivery organization serving as an advocate for all IOO clients. The Sr. CSM consults with clients, Relationship Managers and the Shared Service NT service & delivery organization to deliver solutions that meet the evolving needs of NA IOO's clients.

Recruit, train, mentor and develop managers and employees
Define performance standards, conduct performance reviews and handle salary administration for individuals and Managers.
Provide management, leadership and guidance to staff, creates an environment that encourages employee engagement, teamwork, and communication.
Develop staffing and succession plans.
Proactively prepare to ensure an effective onboarding experience for new Partners and Managers.
Oversee the delivery of IOO middle office services.
Create and negotiate the Service Level Agreements (SLAs), measure service delivery against SLAs, take corrective actions where needed to address service deficiencies
.Generate, interpret and action Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly.
Create, document, maintain and improve process flows, operating procedures and controls.
Champion, sponsor and/or participant on business and technology enhancement initiatives.
Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust.
Research, analyze and resolve complex client inquiries.
Perform cost benefit and impact analysis related to new client service requests.
Build working relationships with clients.
Responsible for the delivery and continuous enhancement of IOO middle office operations and client services.
Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meetings and work to promptly resolve client servicing issues.
Responsible for creating and reporting on client satisfaction.
Schedule and conduct Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.
Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency and team effectiveness.
Build relationships with Relationship Managers (RMs), Shared Service Managers and NT support groups.
Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered.
Ensure internal and client issues are communicated and escalated in a timely manner.
Facilitate the Shared Services Engagement model, responsible for coordinating shared service delivery across NT servicing teams.
About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally.With more than 130 years of financial experience and over 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Global Fund Services:
Global Fund Services (GFS) is a full-service provider of fund solutions to investment manager and fund company clients around the world. North America GFS Operations provides Fund Accounting and Administration, Custody Servicing, Investment Outsourcing Operations, Transfer Agency, and Investor Servicing. Our expert team of 900 partners across North America are solutions-oriented, innovative, and passionate about servicing clients and helping them execute their business strategies. We commit ourselves to ensuring our partners reach their full potential.

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'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.

A college or university degree and/or 7-15+ years of relevant work experience
5+ years of prior management experience
Prior Financial Industry Operations, Asset Management and/or Investment Operations experience
Previous client management and client service experience in a service oriented environment
Extensive technical knowledge of financial services, asset management and 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
Demonstrated success in coaching and developing individuals at multiple levels in an organization

Additional Information

Posted: 2022-06-17 Expires: 2022-07-16
Sponsored by:
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Sponsored by:
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Client Service Investment Operations Manager

Northern Trust
Chicago, IL 60602

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