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Client Service Manager, Transfer Agency

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Client Services
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75323 Requisition #
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CLIENT SERVICE MANAGER, IRELAND
LOCATION: LIMERICK 

ROLE
Reporting to the Client Services Team Manager, Ireland, you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client agreements in relation to Transfer Agency. 
The department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements.

WHY CHOOSE THE TRANSFER AGENCY CLIENT SERVICE MANAGER ROLE?
We enhance the Transfer Agency experience for our clients and their investors, delivering differentiated service working in tandem with Transfer Agency operations.

We are a “trusted advisor” for our clients and act on our behalf when liaising with the operational teams to resolve queries and implement service enhancements.

Exposure to the full Transfer Agency function / service offer deliverable
Engaging with multiple Transfer Agency locations
Servicing on a range of Product offerings
Commitment to service excellence & client centric approach
The TA Client Service team are a team of experienced professionals.

RESPONSIBILITIES
Day to day delivery of all TA Services to the client. 
Work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and ensure all targets and deadlines are met.
Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
Provide technical expertise for the development of new TA Products and develop SLD’s with your clients for the take on of these new products and services
Participates / leads client due diligence visits 
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
Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service. 
Escalate items to functional team leaders, Manager, CSDM or Relationship Manager as appropriate.
Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
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.
Deliver ‘Priority Client Discussions’ within agreed timetable determined by the CSM Team and Manager.
Perform testing of client specific reporting.
Deliver against PMO responsibilities within Client Take On process.
Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent Client Servicing 
Development, recruitment, appraisals and retention of Partners at the CSO levels
SKILLS/EXPERIENCE
Prior experience in a client-focused role gained in the financial services or banking industry is an advantage.
Operational experience in a Transfer Agency role is desirable.
People management  (though this will be an individual contributor role) and change management skills desirable 
Track record of building and maintaining strong client relationships
Effective verbal reasoning and numeric skills required
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 under pressure meeting challenging deadlines
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 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.

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