Manager, Investor/Fund Services Centre – Transfer Agency - 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) provides administration services to fund management companies covering the full range of Investor servicing functions such as dealing, account maintenance, settlements, distributions, commissions and the provision of financial statements. The Investor Service Centre provides customer support to our clients’ investors via a number of communication channels across these services.

The investor services manager is responsible for the operations management with direct collaboration across multiple jurisdictions, ensuring the highest possible standards of service are achieved in order to exceed our clients expectations of service. This is done with security as a priority while also ensuring that regulatory and management company service levels and requirements are met. This role gives the opportunity to lead a vibrant and diverse team that will continue to evolve as you consistently look to ensure that new technology is adopted with a constant focus on keeping the investor at the centre of every interaction.

The key responsibilities of the role include:

• Be responsible for all daily activities and management of the contact centre focussing on quality delivery 
• Where an Outsourcing arrangement exists, be responsible for the oversight of such activity e.g. India, Hong Kong, Singapore and US. Where the team is overseen for insourced activity ensure service delivery agreements are met e.g. UK and US
• Provide leadership support for the team, ensuring that the day to day deliverables are achieved while supporting any escalations from within the team or its stakeholders.
• Drive customer experience and operational excellence improvements across the investor servicing team;
• Work with the workforce planning team to ensure resources are allocated in order to maximise efficiency. Manage recruitment, performance management, grievance and disciplinary procedures;
• Complete and distribute internal and external reporting on team KPIs; 
• Maintain close working relationships with other internal operational areas looking for opportunities for continuous improvement and collaboration in order to improve the service provided to customers;
• Conduct root cause analysis of internal incidents and complaints and drive improvements based on trends identified;
• Ensure your own tasks and responsibilities are completed within the correct time scales and to the right level of quality & accuracy; 
• Have a deep understanding of the quality measures with a view to identifying training and coaching needs for the team and to undertake any performance management actions required;
• Work on any allocated Client projects and represent the Investor Servicing team on any client presentations;
• Demonstrate Client servicing skills in all interactions and maintain a positive manner;
• Ensure all client/Investor issues are logged appropriately and tracked to completion (ownership);
• Escalate items to functional Manager, CSDM or RM as appropriate;
• Fulfil additional, relevant, tasks appropriate to the role and business requirements.

Skills/ Qualifications:

The successful candidate will benefit from having:

• Contact Centre or operations management experience in financial service industry.
• Leadership (direction, idea generation, knowledge sharing and team recognition); Self and team development
• Interpersonal skills (relationship building, respect, inclusion, problem solving and understanding);
• Strong Customer focus;
• Communication (listening skills, oral communication skills, information sharing and written communication skills);
• Motivation and focus on growth (closure and result seeking);
• Ability to work on own initiative and to set deadlines;
• Demonstrate a good understanding of Transfer Agency product within an Investor Services centre environment;

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 and apply today.

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