Client Service Manager

Description:

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role/ Department:

The Alternatives Client Services Manager team (CSM) is a client facing team and is responsible for ensuring client deliverables are met in accordance to agreed timelines and the overall client experience is delivered at the highest possible level. As a Client Services Manager, you will work as part of a fast paced and growing team, and you will support the team in meeting its objectives. This role requires you to maintain a strong relationship with all relevant stakeholders (internally and externally) ensuring market leading service is delivered to our clients.

The key responsibilities of the role include:

Due to continued growth and expansion, a great opportunity has now arisen to join the Alternatives Client Services Manager team. The key responsibilities for this role are covered as follows:

• To advocate for the best possible client experience by owning and optimizing the delivery of service to clients. To track and report on key tasks and be the primary point of escalation and trusted NT resource who advocates for clients within the Alternatives business.
• Day to day delivery of all functional services to the client.
• Partner with Operational colleagues 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.
• Actively participate and support client due diligence visits.
• Collaborate with the CSDM and provide input (as required) for inclusion in monthly service reporting packs.
• Responsible for vetting all incident reports prior to release to RM's/Clients and ensure all items are added to the internal Error Log and appropriate resolution is implemented.
• Be pro-active in communication with clients, providing suggestions for operational efficiencies, process improvements and improvements to customer experience.
• Develop a detailed understanding of client’s downstream processes and dependencies on NT’s deliverables.
• To promote a respectful work environment, contribute to the continuous development of the team and support your team colleagues to the best of your ability.