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Client Service Delivery Manager – Senior Consultant, Client Services

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Client Services
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Job Description Client Service Delivery Manager 


Location: Luxembourg


Full-time, 40 hours per week



Job Description

• Responsible for ensuring quality of overall service delivery for one or more allocated clients
• Co-ordinates resources to ensure timely service delivery to clients
• Maintains regular client contact, both in regular service review calls/meetings, and on ad-hoc, day-to-day basis
• Effectively communicates client concerns/needs to partners internally and drives to resolution
• Protects the interests and reputation of NT with a keen appreciation of potential risks for the company


Principal Duties

• Works closely with partners from the various operational and support teams to ensure service delivery is in line with client expectations.
• Plans and facilitates client meetings/calls, including scheduling client service review meetings/calls and visits; preparation of client meetings and subsequent follow-up; responsible for the creation of and subsequent monitoring of performance against Service Level Agreements; and due diligence visits/calls/questionnaires.
• Ensures follow-up with Operational teams of outstanding day-to-day client queries and issue resolution.
• Collaborates closely with Relationship Managers and ensures issues are communicated and escalated in a timely manner, both internally and directly with the clients.
• Works closely with Project Managers in respect of fund/sub-fund launches, mergers, liquidations etc.
• Manages client service reviews and has a good understanding of the roles played by each of the key product areas: Fund Accounting, Transfer Agency, Custody, Risk & Compliance and Corporate Secretariat.
• Ensures timely completion and publication of monthly reporting, including review of Key Performance Indicator levels (review and approval of monthly reporting) and monthly client reporting packs.
• Prepares for, attends and presents to Board Meetings and is responsible for final review of the board packs and following up action items raised during the meetings.

• Champions complex initiatives involving multiple disciplines and/or ambiguous issues across NT service centres.
• Consistently displays a balanced, cross-functional perspective, liaising with the rest of the business to improve efficiency, effectiveness and productivity.
• Highly flexible and adaptable to change.
• Occasional business travel may be required

Requirements
• 10 years’ experience in Luxembourg fund administration business, of which minimum 3 years in a client-facing role
• Fluent spoken and written English; German considered an advantage
• Excellent communication skills
• Confident and outgoing, ready to fit into a fast-paced and rapidly changing environment where no two days are the same.

 

About Northern Trust

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 December 31, 2018, Northern Trust Corporation had:

$10.1 trillion in assets under custody/administration
$7.6 trillion in assets under custody
$1.1 trillion in assets under management
$132 billion in banking assets


As Northern Trust is a financial organisation; all new employees will be required to undergo a criminal record check.

 

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Reasonable Accommodation
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.

Equal Employment Opportunity Statements
  • APAC EEO Statement
    • APAC EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • Canada EEO Statement
    • Canada EEO STATEMENT

      Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

  • EMEA EEO Statement
    • EMEA EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • USA EEO Statement
    • USA EEO STATEMENT

      It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO poster (U.S.)EEO is Law Poster Supplement