Client Service Manager

  • Location: London, England, United Kingdom
  • Salary: Competitive
  • Job Type: Full time

Client Service Manager

Role Purpose:

The Client Service Manager is responsible for service and delivery for one or more asset servicing clients by; proactively leading the client service experience through A Approach principles; .facilitating efforts of their team and other internal stakeholders by coordinating resources to ensure timely delivery of reports/information; resolution of service issues; effective communication internally and externally

Key Responsibilities:

• responsiveness to client enquiries regarding the operation of all asset service products
• adherence to procedures and agreed Service Level Descriptions
• accurate and timeliness of agreed daily/weekly/monthly deliverables

Principle tasks:
• Main operational contact for client enquiries liaising with the appropriate internal partners
• Proactive monitoring of client deliverables
• Help identify revenue generating/cost reducing client operational efficiencies
• Lead client service reviews
• Administration of client accounts
• Maintenance and adherence of Service Level Descriptions
• Project management of restructure and transition activity
• Identify, document and manage client related risk issues ensuring adherence to corporate risk management protocols
• Proactively work with the client and internal partners to automate manual processes and minimise risk
• Identify and address service issues, ensuring timely escalation
• Timely delivery of client invoices and collection of associated fees

The successful candidate will benefit from having:

• Experience of financial services/asset servicing industry
• Proven proactive client service experience, with the ability to build strong relationships through trust, credible knowledge and delivery of solutions and responsiveness
• Analytical/problem solving through organisation and time management
• Ability to build strong internal and external network to assist in the timely resolution of client enquiries/issues
• Initiative to independently accomplish tasks and make decisions
• Manage multiple priorities considering client impact, timeframe complexity and risk
• Ability to represent Northern Trust in external meetings and the client in internal meetings

The competencies that would be valuable for this role include:
• The ability to operate independently
• Good risk management and compliance knowledge and understanding
• Ability to cultivate and maintain strong and pro-active working relationships with internal partners and clients of all levels
• Excellent time management and organisational skills
• Strong problem solving and analytical skills
• Project management experience
• Excellent communication skills
• Self-Starter / takes initiative
• Experience of using Microsoft Office

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 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