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Client Service Delivery Manager (IIG)

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Client Services
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76414 Requisition #
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Summary:

Focus on execution of strategic direction of business function activities, working in partnership with Relationship Managers / Client Executives.

For multiple clients, responsible for coordinating overall client service delivery across all applicable disciplines e.g. Custody, Valuation Reporting, Risk and Performance, Regulatory Reporting, Fund Peek Through, Derivatives, Collateral Management, Foreign Exchange, Currency Overlay, Fund Accounting, Transfer Agency, Middle Office Outsourcing.  

This may include the coordination of technology builds or systems integration between NT and the client / third parties.

Facilitates and leads efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue resolution, and effectively communicating client concerns and needs to partners.  
Acts as senior point of contact both within Northern Trust and with the client, taking ownership and accountability for the service NT provides.

Major Duties:

1.Acts as the senior client contact representing all applicable product disciplines, and provides for escalation on client queries and issue resolution. Responsible for identifying and addressing service issues as and when they arise, including complex issue resolution
2 Takes ultimate responsibility for running Joint Steering Groups, client service reviews and due diligence visits within each of the key product areas.  Monitors performance against SLAs and KPIs
3.Partners with Relationship Manager, ensuring issues are communicated and escalated in a timely manner both internally and directly with the client
4.Responsible for project oversight for clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables
5.Reviews, approves and ensures timely publication of monthly reporting to consultants/clients
6.Carries out the most complex initiatives involving multiple disciplines and/or ambiguous issues
7.Creates and manages virtual teams as required to ensure outstanding service delivery for the client
8.Consistently displays a balanced, cross-functional perspective, liaising with the business to proactively improve efficiency, effectiveness and productivity
9.Manages a number of tasks simultaneously, ensuring effective prioritisation to mitigate impact to both the client and the business
10.Demonstrates to both the business and client the value of the Client Service Delivery Manager and service model
11.In partnership with Nordic Sales, participate in strategic business development initiatives where cross product service components are of key importance.

Knowledge/Skills:

•Technical knowledge of asset servicing, asset management and accounting usually acquired through related work experience
•Knowledge of general finance and portfolio management concepts usually acquired through formal education or work experience
•Skills in negotiation, delegating, leadership and service are necessary
•Excellent oral and written communication skills are required
•In-depth functional / industry knowledge is required
•Highly flexible and adaptable to change
•Understanding / exper
•Fluent in English. Scandinavian language an advantage


Experience Required:

•Extensive experience in client servicing and/or related investment management outsourcing and fund administration management accounting/operations
•A College or University degree and/or general finance and portfolio management knowledge 

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 March 31st ,2019, Northern Trust Corporation had:

$10.9 trillion in assets under custody/administration
$8.2 trillion in assets under custody
$1.2 trillion in assets under management
$122 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