at Northern Trust Company in Chicago, Illinois, United States
Job Description
About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
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.
The Custody Service Division Manager (DM) will manage one or more Custody Client Service teams and will be responsible for ensuring quality service is delivered to clients and appointed investment managers.
The DM will also make staffing decisions including recruiting a team, conducting performance management reviews and ensuring employee development and training needs are achieved.
Additionally responsibilities will include :
- Consulting with clients, Relationship Managers and the Shared Service team regarding organizational delivery and solutions delivery to meet the evolving needs of North America (NA) Custody clients.
- Providing guidance to staff and creating an environment that encourages employee engagement, teamwork, and communication.
- Creating and executing on a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency, and team effectiveness.
- Building effective relationships with Relationship Managers (RMs), Shared Service Managers and NT support groups.
- Proactively implementing an effective onboarding experience for new Partners and Managers.
- Developing staffing and succession plans
- Defining performance standards, conduct performance reviews, and handle salary administration for individuals and Managers.
- Creating and negotiating Service Level Agreements (SLAs), measure service delivery against SLAs, take corrective actions where needed to address service deficiencies.
- Generating, interpreting, and actioning Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly.
- Creating, documenting, maintaining and improving process flows, operating procedures and controls
- Championing business and technology enhancement initiatives.
- Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust.
- Performing cost benefit and impact analysis related to new client service requests.
- Serving as a point of escalation, maintain, and monitor issues log, chair weekly / bi-weekly issues meetings and work to promptly resolve client servicing issues.
- Responsible for creating and reporting on client satisfaction.
- Scheduling or supporting Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.
- Providing strategic direction for delivery of business function activities and overall client satisfaction.
- Ensuring internal and client issues are communicated and escalated in a timely manner.
The ideal candidate should have a fair amount of the following qualities:
- Extensive industry subject matter expertise enabling them to understand the needs of complex and large clients.
- Extensive technical knowledge of financial services, asset management and investment operations
- Excellent communication skills (verbal, non-verbal and written)
- Proven leadership and organizational skills to develop periodic goals and to manage and motivate...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
