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Client Service Delivery Manager - Limerick/Dublin

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Client Services
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72231 Requisition #
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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

The Employee Experience - Life at Northern Trust


Joining us, you would benefit from a positive work culture, where we support our employees' efforts to balance work and home life, in part by offering access to a broad range of workplace support options including: flexible working; emergency family or child care support; professional mentoring; paid volunteering days etc.

 

Personal and professional growth – a world of opportunity


To support our Global business strategy, we have a number of Business Resource Councils committed to promoting diversity and inclusion and supporting employees in their personal and professional growth. We provide opportunities for networking, mentoring and personal and career development across demographic and geographic groups. In 2014, these groups were responsible for a broad range of personal and professional activities including, guest speaker thought leadership, elder care, nutrition for children, stress awareness day, language classes and religious and cultural celebrations to name a few.

 

Interested in giving back?


Volunteerism, philanthropy, sound business practices and ethics in addition to a conservation-minded approach to protecting the environment; all are integral to Northern Trust’s culture of caring and form the foundation of our corporate social responsibility (CSR). All employees are given 2 days paid leave to volunteer and support. Take a look our CSR report on our careers site to find out more.

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 18,100 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 June 30, 2018, Northern Trust Corporation had:

  • $135 billion in banking assets
  • $8.1 trillion in assets under custody
  • $10.7 trillion in assets under custody/administration
  • $1.1 trillion in assets under management


 

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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