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Client Service Delivery Manager (Hedge Funds)

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Client Services
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74625 Requisition #
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 About The Role:

The Relationship Management team acts as a key point of contact for NT HFS clients and Shared Services teams. The team is responsible for ensuring client deliverables are met and that service is always delivered at the highest level. The Client Service Delivery Role is responsible for ensuring the best possible client experience by owning and optimizing the delivery of service to clients, tracking and reporting of key tasks and being a primary point of escalation and trusted NT resource who advocates for clients within the Bank.   Working closely with the Relationship Manager, the CSDM is expected to gain a broad understanding of client's current and future strategy along with associated revenue streams, profitability metrics and ensure retention of revenue and high client satisfaction results. 

 Key Responsibilities:

  • Monitoring and measuring client and product performance, including but not limited to SLA's, issue logs, internal and external client service reviews, board reporting.

  • Delivering client service resolutions by engaging and working with other functional areas both locally and globally, to ensure 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.

  • This role is expected to lead the face to face meetings with key strategic clients and build effective working relationships with key senior client counterparts. 

  • Become client’s primary trusted NT resource as it pertains to HFS services and be the primary go-to person for escalations

  • Across Shared Service teams and internal stakeholders, coordinate resources to ensure timely delivery and issue resolution, and effectively communicating client concerns and needs to partners.

  • Partners with Relationship Manager as required, ensuring issues are communicated and escalated in a timely manner both internally and directly with the client.

  • Partnering with Shared Service teams and other NT teams in various lines of business to continuously optimize the operational processes and support structure for successful client servicing.

 

 

 

Additional Tasks:

  • NCT01 – ARRO/KYC – new and ongoing renewals

  • Ensuring compliance  KYC and tax documentation policies

  • Competencies required

  • Relationship Management

  • Excellence in execution

  • Service Orientation

  • Foster productive relationships with senior client executives

  • Influence various internal teams to achieve optimal client outcomes

  • Prioritization Skills

 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.

Northern Trust proudly cultivates a diverse workforce, to serve our diverse client base. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company. We encourage applications from the best regardless of ethnicity, gender, gender identity, age, nationality, disability, sexual orientation, education, socio-economic background, parental and caring status, or religion.

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

 

 


 

 

 

 

 

 

 

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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