Team Leader, Fund Services Centre, Transfer Agency LIMERICK - Hybrid

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.

Role/ Department:

Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions and statements.

The Fund Service Centre (FSC) is the contact centre for the TA department.

Reporting to the Manager, Fund Service Centre you will be responsible with working with the Manager on the day to day management of an Fund Service Centre query Management team.

The key responsibilities of the role include:

• Motivate, coach and support team members to provide the best possible service to our clients on a daily basis;
• Manage resources across the shift hours the team is supporting;
• Utilising phone and email technology to monitor query levels and adapt resourcing to ensure that all Service Level Agreements are met;
• Ensure that relevant controls are adhered to within the department on a daily basis and provide sign-off of key processes as required;
• Look to improve quality through procedural reviews and enhancements;
• Ensure that complex or escalated queries are resolved as quickly as possible by engaging stakeholders across TA as required;
• Prepare and distribute department management information;
• Prepare high quality written reports and formal papers for clients or management;
• Ensure your own tasks and responsibilities are completed within the correct time scales;
• Ensure all client/Investor issues are logged appropriately and the relevant dashboard updated;
• Working with management and the quality function to identify coaching and training needs within the team and ensure those needs are addressed through structured training or 121 coaching as required;
• Provide structured and thorough feedback in one to one meetings and in formal performance review sessions;
• Fulfil additional, relevant tasks appropriate to the role and business requirements e.g. user acceptance testing, project participation etc;
• Work with manager, client service managers and relationship managers as and when required e.g. preparing for client visits, attending visits, provision of MI or resolution of issues;
• Represent the department at relevant meetings, forums, client visits as required;
• Deputise for Team Manager if requested.

Skills/ Qualifications:

• Experience working in a contact centre or a Customer facing role in a Team Leader capacity;
• Demonstrate a good understanding of Transfer Agency product within an Investor Services centre environment;
• Extensive knowledge of the NT organisation, the fund administration product more generally and the financial services regulatory environment.
• Interpersonal (relationship building, respect, inclusion, problem solving and understanding);
• Strong Customer focus;
• Communication (listening skills, oral communication skills, information sharing and written communication skills);
• Motivation (closure and result seeking);
• Ability to work on own initiative and to set deadlines;
• Thinking (decision making, idea generation, analytical mind set and a problem solver);
• Leadership (direction, idea generation, knowledge sharing and team recognition);
• Computer literate (e.g. ability to use Excel, Word and other Office applications competently);
• Attention to detail and strong eye for accuracy.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve!Join a workplace with a greater purpose.

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 sustainable companies! Build your career with us andapply today.

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