Account Manager, Institutional Trust

Who we are
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.

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. Since 1986, we have been serving clients in Asia-Pacific (APAC), including corporate pension funds, investment managers, insurance companies, government agencies, family offices and corporations. 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, Seoul, Tokyo and Kuala Lumpur.

What we do
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.

What you will do
You will be responsible for our institutional clients satisfaction, through identifying ways to exceed client expectations in their day to day servicing. You will co-ordinate the account administration for clients including but not limited to record keeping, responding to client inquiries, coordinating with internal partners across various locations and different time zones to resolve client queries. This will involve ensuring timely and accurate client invoicing and overseeing transaction processing.

You will support and assists Relationship Managers in improving client profitability, developing additional business, preparing relationship plans, conducting service reviews, making client presentations, and coordinating amongst our servicing teams.

1. Coordinates the account administration for institutional clients.
2. Receives service requests from clients and partners and RMs; executes daily client activity, oversees transaction processing, handles inquiry resolution, obtains appropriate documentation, and ensures systems information is up-to-date.
3. Oversees development of appropriate action plans for client activities and ensures execution and follow-up as well as updates on progress / completion to RMs
4. Coordinates with servicing teams across various locations on execution of client activity, communicating with client and internal partners or service provider as appropriate.
5. Ensures accurate set up and review of fees. Timely and accurate client invoicing and payment.
6. Documents services provided, specialized procedures, and ongoing written communications with client as appropriate in managing daily activity.
7. Develops clear understanding of clients' need behind service requests and communicates to service partners. Obtains appropriate information from partners and client to facilitate service changes or transactions.
8. Support and assist RMs in developing additional business, improving client profitability, preparing relationship plans and client reviews, making client presentations, and coordinating servicing team. Providing regular updates to RMs on client deliverables or RM requests.
9. Identifies service efficiency enhancements, process improvements, and service delivery using creative and proactive measures.
10. Actively monitor and track client KPIs which include trust operations and accounting activities to ensure that all necessary reports, documents, tickets, etc. are processed in order to exceed client expectations
11. Builds strong relationship with client contacts. Communicates with clients regularly to inform them of account set-up or status, document requests, or other information.
12. Researches client records, contracts, agreements, etc. to respond to inquiries.
13. Informs client of steps taken to resolve problems and work with service teams to identify root cause and ensure a satisfactory solution is in place so that the risk of issue recurrence is minimal.
14. Active participation in team meetings, strategy sessions, knowledge shares, client review meetings

Your Knowledge/Skills:

• Knowledge of asset servicing operations acquired through related experience is needed to administer client accounts.
• Analytical, problem solving, and organizational skills required to identify and resolve account issues.
• Strong interpersonal skills and ability to work well with clients
• Strong communication both written and verbal.
• Related qualifications
• 2-5 years experience in financial servicing / accounting fields, with a client servicing background

As of March 31, 2018, Northern Trust Corporation had:

• $10.8 trillion in assets under custody/administration
• $8.1 trillion in assets under custody
• $1.2 trillion in assets under management
• $130 billion in banking assets

Northern Trust is an equal opportunity employer. We aim for excellence in our efforts to recruit, develop and deploy the highest caliber workforce. Our commitment and success to a diverse workforce is evident in employee satisfaction and industry acknowledgment. For a list of all our achievements please click here .

For a private discussion please contact Gez Williams on +61 3 9935 8204.