Manager, Transfer Agency, Investor Service Centre

Role Reporting to the Head of Investor Servicing, the Team Manager is responsible for the day to day management of Investor Service query management teams, ensuring that regulatory and service levels are met for the clients within scope of the team. This role is responsible for ensuring the highest possible standard of customer service is provided to clients, through the effective management of resources, stakeholder management, efficiency and improvement initiatives and provision of operational and client management information. The department provides third party fund services to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements. Major Duties Responsible for all daily activities and management of the Investor Service Centre focussing on quality delivery of all aspects of calls and emails. Ensure all client/Investor issues are logged appropriately, relevant dashboard updated and tracked to completion (ownership) Work with the ISC Quality Manager to identify training and coaching needs for the team and to undertake any performance management actions required. Partner performance is monitored and feedback is provided through monthly one to one meetings, coaching sessions and action plans. Maintains close working relationships with other areas, such as the Dealing, Registration and Finance departments Provide MI, feedback and coaching on trends of all aspects of quality and volumes Provide MI for Client packs on quality and performance Work on any allocated Client projects and represent the ISC on any client presentations Work with the ISC Quality Manager on procedural reviews and enhancements Ensuring that the team's work is completed to deadlines by undertaking regular reviews Ensure your own tasks and responsibilities are completed within the correct time scales To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met Demonstrate Client servicing skills in all interactions and maintain a positive manner. Escalate items to functional Manager, CSDM or RM as appropriate Fulfil additional, relevant, tasks appropriate to the role and business requirements Experience Minimum 5 years' experience in a Service Centre environment. Specialist knowledge of Contact Centre Management covering in and outbound calling, along with forecasting, productivity and utilisation experience in addition to email query management and task management for a wide range of services/functions. Knowledge of regulatory requirements with previous Financial Services  experience Experience of Lean Sigma or similar efficiency methodology desirable Relationships Direct Reports Team Leaders Internal key stakeholders Client Service Managers Relationship Managers Head of Investor Services UK and related management team Operational Team Managers including Senior Management External key stakeholders External Clients External Investors Knowledge/Skills Demonstrate a thorough understanding of processes within a contact centre environment in a financial services operation and ideally within a third party administration environment where services are provided to 3rd Party Clients. Extensive knowledge of managing a sizable team within a regulatory environment Ability to work on own initiative and to set deadlines Ability to use Excel, Word, powerpoint to an advanced level An extensive knowledge of a telephone system within a large call centre environment. Knowledge of an email workflow tool is desirable Attention to detail and strong accuracy Proven Analytical skills leading to effective operational management and efficiency gains Excellent oral and written communication skills including Client and Management report writing Ability to multi-task under pressure Core Competencies Interpersonal (relationship building, respectful, problem solving and understanding) Communication (listening skills, oral communication skills, information sharing and written communication skills) Self-management (adaptability, integrity, learning and trust builder) Motivation (closure and result seeking) Thinking (decision making, idea generation, inclusion and problem solving) Organisational Knowledge (current knowledge, knowledge and understanding) Client Service and Quality (quality, relationship building and client satisfaction) Administration (coordination, execution, planning and time management) Leadership (direction, idea generation, knowledge sharing and team recognition) About Northern Trust For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 16,500 employees globally. We serve the world's most-sophisticated clients - from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands. We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater. Northern Trust proudly cultivates a diverse workforce, to serve our diverse client base. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company. We encourage applications from the best regardless of ethnicity, gender, gender identity, age, nationality, disability, sexual orientation, education, socio-economic background, parental and caring status, or religion. As of June 30, 2017, Northern Trust Corporation had: $126 billion in banking assets $7.4 trillion in assets under custody $9.3 trillion in assets under custody/administration $1.0 trillion in assets under management