Team Lead, Client Services Investment Operations Outsourcing

Melbourne, Victoria, Australia
05 Jul 2022
26 Jul 2022
Contract type
Full time
Experience level
Qualified accountant

Who we are

Northern Trust is a preeminent global financial institution that provides asset servicing, investment management and wealth management services for institutions, high-net-worth individuals and families. For more than 130 years, our success has been anchored in one purpose: to serve as our clients’ most trusted financial partner, guarding and growing their assets as though they are our own. Our market-leading technological capabilities—spanning from artificial intelligence for currency management, blockchain for fund administration and cloud-based solutions to deliver personalized wealth management services—allow us to deliver the highest level of service to our clients with speed and precision.

What we do

Northern Trust’s international business has grown dramatically over the last decade. Some of our largest clients are located in Asia and Australia, which represents a rapidly growing client base for the company. Our intricate understanding of the region allows us to provide unique insights and strategic perspectives to our clients. Currently, we have client offices in Beijing, Hong Kong, Melbourne, Singapore, Tokyo and Kuala Lumpur.

Northern Trust is proud to serve the Australian community with global capabilities, meaningful insights and exceptional service. Institutional clients across Asia Pacific have relied on Northern Trust for effective solutions and ethical guidance across asset servicing and asset management since 1986.

Role summary

The Investment Operations Outsourcing (IOO) team is responsible for our clients’ middle office functions. This includes the maintenance of the investment book of record, trade lifecycle and settlement, reconciliation and transition event processes. As part of the APAC Global Fund Services team, the Team Leader will be responsible for service and delivery to multiple clients across a range of services which include Custody, Fund Administration and Transfer Agency.

You will facilitate the efforts of your team and other internal stakeholders, by coordinating resources to ensure timely delivery of reports/information and issue-resolution, and effectively communicating client concerns/needs within the organisation.

This role will report to the Manager, IOO Client Services, Australia, GFS.

What you will do

  • Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered to clients.
  • Provide management, leadership and guidance to team, creating an environment that encourages employee engagement, teamwork, and communication.
  • Makes staffing decisions, establishes team and employee performance standards, conducts performance management reviews and helps to ensure employee developmental and training needs are achieved
  • Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust, and correct control procedures are adhered to and a full audit trail is recorded and maintained at all times
  • Build working relationships with clients
  • Serve as a primary point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meetings and work to promptly resolve operational issues.
  • Assists in developing periodic goals, organises the work, sets short-term priorities, monitors all activities, and ensures timely and accurate completion of the work.
  • Ensures and maintains client service levels by ensuring the timely and accurate delivery of reports/information, attends operational meetings both internally and externally with key client(s)
  • Supports client, partners, and team with complex problem resolution
  • Monitor performance to ensure the team is adhering to the client(s) Service Level Agreement(s). Attend service meetings both internally and externally with key clients
  • Cultivates and maintains working relationship with Relationship Managers, Client Service Delivery Managers and other functional Service Managers to ensure client service needs are met
  • Responsible for identifying and addressing any trends in service issues as and when they arise
  • Provides technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met
  • Provides management reporting on transactions, including statistics on volume, productivity, new development and service impact to clients
  • Role is balanced between high level operational execution and development, and execution of strategic direction of investment operations outsourcing client service activities

About you

  • Relevant investment operations outsourcing, custody or funds management industry experience
  • Strong knowledge of Australian and global investment operations outsourcing activities
  • Demonstrated client servicing capabilities and excellent communication skills are also required for success in this role.
  • Must be resilient to pressure and must have the ability to adapt to change and manage multiple priorities and stakeholders in a fast-paced team environment
  • Excellent oral and written presentation skills are required
  • Analytical and problem solving skills are required, including proficiency in Microsoft Excel or other analytic programs
  • Adaptable to change and ability to manage multiple priorities and stakeholders
  • Critical thinking and ability to challenge the status quo
  • A college or university degree with an accounting background / qualification would be desirable


  • Other Financial Industry Operations, Asset Management and/or Investment Operations experience beneficial
  • Working knowledge of Fundmaster and other key Northern Trust systems is preferred

As of 31 March 2022 Northern Trust Corporation had:

  • $15.5 trillion in assets under custody/administration
  • $12.0 trillion in assets under custody
  • $1.5 trillion in assets under management
  • $173 billion in banking assets

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 honoured to receive the following awards in 2022:

  • Gender Equality Index Member, Bloomberg, 2022 (5th consecutive year)
  • Top ranking of 100% on the Human Rights Campaign Foundation’s, Corporate Equality Index, 2022 (For the 15th consecutive year, Northern Trust has scored 100% and earned the designation as a “Best Place to Work for LGBTQ Equality”)

In Australia, we are actively involved in many ways with both community and diversity organisations, which includes charity participation days. For families we offer a very generous parental leave scheme, and all staff have access to subsidised health insurance if they choose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and ethical companies. Build your career with us and apply today!

  • Want to learn more about our company? Visit our website.
  • We are a leading global financial institution- Click here to check out our company accolades!

For further information, and to apply, please visit our website via the “Apply” button below.