Chicago, IL

Client Service Delivery Manager

Summary:

Responsible for overall client service and delivery across all applicable disciplines (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing) for one or multiple clients. Facilitates efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners.

Major Responsibilities:

• Acts as the senior client contact representing all applicable product disciplines, and provides for escalation on client queries and issue resolution. Responsible for identifying and addressing service issues as and when they arise
• Responsible for managing client service reviews and due diligence visits within each of the key product areas (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing). Monitor performance against SLAs
• Partners with Relationship Manager/s and ensures issues are communicated and escalated in a timely manner both internally and directly with the client(s)
• Responsible for overall project planning for key clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables. The Client Service Delivery Manager is also responsible for keeping the client informed of progress towards project completion
• Review, approve and ensure timely publication of monthly reporting to consultants/clients including calculating KPI levels
• Provide support for Relationship Manager tasks such as call reporting, KYC requirements, at risk reporting, issues reporting, relationship plans, client survey administration and oversight, etc.
• Focus of role is on execution of strategic direction of business function activities 8. Carries out the most complex initiatives involving multiple disciplines and/or ambiguous issues 9. Consistently displays a balanced, cross-functional perspective, liaising with the rest of the business to improve efficiency, effectiveness and productivity

Knowledge/Skills/Experience

• Extensive experience in client servicing and/or related investment management outsourcing and fund administration management accounting/operations
• A College or University degree and/or general finance and portfolio management knowledge through proven work experience is required
• Technical knowledge of trust or asset management and accounting usually acquired through related work experience is required to manage overall client service.
• Knowledge of general finance and portfolio management concepts usually acquired through formal education or experience is needed to consult on client needs.
• Skills in negotiation, delegating, leadership, and service are necessary to service the client relationship Excellent oral and written communication skills are required In-depth
• Functional / Industry Knowledge is required
• Highly flexible and adaptable to change
• Technical knowledge of trust or asset management and fund accounting usually acquired through related work experience is required to manage overall client service

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Working with Us:

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine

We'd love to learn more about how your interests and experience could be a fit with one of America's best banks and most sustainable companies! Build your career with us and apply today.