Client Service Delivery Manager, Relationship Management
CLIENT SERVICE DELIVERY MANAGER
The CSDM is responsible for overall service for key franchise client(s) working closely with operational teams and senior management cross jurisdictional. The successful candidate should utilise their knowledge of services to provide clients with information and suggestions to add value to the relationship and work with the Relationship Manager(s) to identify opportunities to cross-sell products generating additional revenue. ROLE
•Responsible for service within Northern Trust for key franchise client(s) ensuring connectivity across operational teams within both organisations.
•Work closely with counterparts from the operational teams to ensure smooth service delivery of key priority projects
•Plans and facilitates client meetings/calls including scheduling client service review meetings/calls and visits; preparation for and follow up of client meetings
•In conjunction with the Relationship managers, engages with the Client's Senior Management on difficult / complex issues, including error resolution and management
•Consistently displays a balanced, cross-functional perspective, liaising with the business to proactively improve efficiency, effectiveness and productivity.
•Oversight of all fee billing to ensure it is issued in a timely manner in line with the Service Level Agreement (SLA)
•Work closely with Relationship Managers to execute change agenda for the Client across a broad range areas including restructuring of funds
•Engage regularly with a range of departments within the Client
•Responsible for the creation of and subsequent monitoring of performance against Service Level descriptions
•Responsible for due diligence visits / calls in conjunction with the Relationship Managers and internal teams
•Ensures follow up to day-to-day client queries and issue resolution in conjunction with Fund Accounting / Transfer Agency etc.
•Partners with the Relationship Managers and ensures issues are communicated and escalated in a timely manner both internally and directly with the clients
•Responsible for overall project planning for the clients including new funds, mergers, liquidations etc. in conjunction with New Business Teams and Operations
•Responsible for running client service reviews operational areas Fund Accounting, Transfer Agency, Custody, Risk & Compliance, Corporate Secretariat
•Responsible for regular internal Virtual Team meetings across Functions / Jurisdictions.
•Ensures timely completion and publication of monthly reporting including calculating Key Performance Indicator levels and review of monthly reporting packs to consultant/client
•In partnership with the Relationship Managers, prepares for and attend 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, issues reporting, relationship plans etc
•Highly flexible and adaptable to change
•Familiar with Regulatory obligations and implementation of those obligations QUALIFICATIONS/EXPERIENCE
•The ideal candidate will have a strong track record with multiple years' experience in financial servicing, preferably in trust or asset servicing
•Knowledge of trust or asset management and accounting required to manage client relationships
•Knowledge of general finance and portfolio management concepts to consult on client needs
•Skills in negotiation, delegating and leadership are necessary to service the client relationship
•Previous experience in a similar role
About Northern Trust:
Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service. 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 Forbes ranked us the top employer for Diversity in 2018.
We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and ethical companies. Build your career with us and apply today.