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Client Service Manager (Fund Accounting)

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Client Services
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75605 Requisition #
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CLIENT SERVICE MANAGER, FUND ACCOUNTING

ROLE
The Fund Accounting Team services ‘platform’ clients (amongst many others) to provide Net Asset Valuation and related services in a timely and accurate manner. This type of client provides a platform for a wide range of Investment Managers to launch and offer their funds to a wide market of investor types. The role will involve the successful candidate acting as the lead contact for fund accounting to the various Investment Managers for our platform client base.

PRINCIPAL RESPONSIBILITIES
  • Be the face of Northern Trust to our external and internal partners.
  • Oversight of day to day delivery of all FA services to the client and the underlying Investment Managers. This will involve management of communication for service delays and issues, ensuring KPI’s and SLA’s are within guidelines. Where service levels slip below required standards ensuring adequate remediation is put in place.
  • Provide technical expertise for the development of new FA Products and develop SLD’s with your clients for the take on of these new products and services.
  • Participates / leads client due diligence visits and service reviews.
  • Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client.
  • Responsibility for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log.
  • To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met.
  • Managing client and internal change agenda ensuring that the best practice policy to change is enforced. Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
  • Working with the Section Manager and Divisional Manager to develop a strategic and scalable operating model for platform clients, thus ensuring we have a sustainable and profitable product offering for any future clients.
  • Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality.
  • Manage client issues ensuring appropriate resolution, including regular liaison with Relationship Managers, Client Service Delivery Managers and other Operational Managers to provide a seamless service.
  • Liaising with clients regarding Service Level Agreements and responsible for all client facing documentation and presentations.
  • Consult on effective ways to meet client needs, consulting with the New Business, Product, Legal teams where necessary.
  • Ensure that partner and client interactions are dealt with in a prompt professional manner at all times.
  • Demonstrate Client servicing skills in all interactions and maintain a positive manner.
  • Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
  • Act as an escalation point for operational issues also escalating issues to management as appropriate.
  • Strive for first contact resolution on all incoming queries.
  • Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner
  • Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate.
  • Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
  • Manage Projects for key Clients.
  • Manage testing of client specific solutions.
  • Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent client servicing.
RELATIONSHIPS AND STAKEHOLDERS
  • Direct Manager – Divisional Manager
  • Internal Stakeholders – Global Fund Services (GFS) Ireland Head of Fund Accounting Ireland and Limerick, Section Managers, New Business Teams, Relationship Managers, Client Service Delivery Managers and Product Teams
  • External Key Stakeholders – Clients, Investment Managers, Regulators including CBoI and FED
SKILLS / EXPERIENCE
  • Operational experience preferably gained in a Fund Accounting role.
  • Change management skills.
  • Client focus skills.
  • Fund Accounting Industry and Regulatory knowledge.
  • Effective verbal reasoning and numeric skills.
  • Good keyboard skills and ability to understand systems used within the business.
  • Ability to work under pressure meeting challenging deadlines.
  • Planning and organisation skills.
  • Flexible approach to work.
  • Ability to review and resolve complex issues in a timely manner.
  • Ability to work on own initiative

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 March 31,2019, 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