2 x Team Lead, Transfer Agency, Investor Service Centre

Role Reporting to the Manager, Investor Service Centre you will be responsible with working with the Manager on the day to day management of an Investor Service Centre query Management team. Transfer Agency is the only Irish Fund administrator to have Investor In Customer (IIC) accreditation. The Investor Service department is a key component of the Transfer Agency offering, handling queries from fund management companies and their investors (via phone and email) ensuring complete, accurate and timely responses in all cases. Principal Responsibilities 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. Perform call and email quality checks in line with the quality checking procedures of the department. 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 during annual leave. Relationships Direct Reports ISC Team Members Internal key stakeholders Team Manager Head of Investor Service Centre Investor Service Centre Quality & Complaints Team Client Service Managers Relationship Managers Other internal TA departments (all levels) External key stakeholders External Clients External Investors Skills / Experience Previous TL experience in a contact centre environment handing call and email/electronic queries. Strong knowledge of call and email workflow tools and reporting. Demonstrate a very strong customer service ethic in an environment where the service standard expectation of customers is high. Attention to detail and strong accuracy. Ability to work to set deadlines. Ability to work on own initiative. Demonstrate interest in own and teams' development and career progression. Knowledge of Fund administration, financial services and related regulatory environment desirable. Ability to use Excel, Powerpoint and Word competently. Analytical skills are required to research and resolve enquiries and prepare management information for Management and clients. Excellent written and oral communication skills. Interpersonal (relationship building, respectful, problem solving and understanding) Communication (listening skills, oral communication skills, information sharing and written communication skills) Motivated to constantly look for improvement opportunities (closure and result seeking) Thinking (decision making, idea generation, inclusion and problem solving) 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