Client Service Manager, Investment Operations
Northern Trust
- Melbourne, VIC
- Permanent
- Full-time
- Interact with internal partner groups to aide in the resolution of issues and inquiries
- Develop and maintain strong technical knowledge of all systems / applications required to effectively service clients, and/or internal Northern Trust partners
- Participant on business and technology enhancement initiatives.
- Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust.
- Research, analyze and resolve complex client inquiries.
- Assist in performing cost benefit and impact analysis related to the request for new client services.
- Build working relationships with clients.
- Responsible for the delivery and continuous enhancement of GFS operations and client services.
- Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meeting, work to resolve client servicing issues timely.
- Ensuring Client Deliverables are met by the service streams and oversight of all data delivery files.
- Responsible for creating and reporting on client satisfaction.
- Schedule and conduct Monthly Service Reviews, Due Diligence meetings, and other client meetings as required.
- Ability to identify tasks and processes that could be optimised and streamlined in a strategic manner.
- Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency and team effectiveness.
- Build relationships with Relationship Managers (RMs), Shared Service Managers and NT support groups.
- Responsible for obtaining in-depth knowledge and understanding of GFS products and services and how they are manufactured and delivered.
- Ensure internal and client issues are communicated and escalated in a timely manner.
- Create and negotiate the Service Level Agreement (SLA), measure delivery of services against SLA, take corrective actions where needed to address service deficiencies.
- Possess an ability to jump into the data, understand it, and use it to clarify queries
- Excellent relationship management skills
- Be able to operate with independence with a desire to hunt out solutions to problems, and be able to discuss this with the client
- Core Asset Management/Custody knowledge with experience in Investment Operations Outsourcing preferred
- Knowledge of Power BI, Alteryx or other similar systems is beneficial.
- Excellent verbal and written communication skills to interact effectively with global partners and complex clients.