Team Lead, Transfer Agency (Investor Service Centre)

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

As a Northern Trust employee (Partner), you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve.

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you would benefit from adjustments for any part of the employment process, please inform the recruiter to discuss your individual requirements.

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why Forbes ranked us the top employer for Diversity in 2018. 

ROLE

Transfer Agency (TA) provides administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions, and statements. 
 
The Investor Service Centre (ISC) is the contact centre for the TA department and this team forms part of the investor service centre in Limerick, Ireland, working closely with our colleagues in the US (Chicago) and supporting investors in the US for administration and queries relating to their accounts and trades. The roles are Limerick based and will work to Irish time zone hours.
 
The Team Leader will report into and work closely with the Team Manager (USA team) on the day-to-day management of the ISC Team. This will include but is not limited to departmental audit & control reporting maintenance, project representation for the ISC Team, and all aspects of people management in a busy contact centre environment. 

PRINCIPAL RESPONSIBILITIES

• Motivate, coach and support team members to provide the best possible service to our clients and their Investors. 
• Provide structured and thorough feedback in one-to-one meetings and in formal performance review sessions. 
• Manage resources across the Team (utilising phone and email technology to monitor query levels and adapt resourcing to ensure that all Service Level Agreements are met). 
• 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. 
• Ensure that relevant controls are adhered to within the department daily 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. 
• Deputise for Team Manager if requested during annual leave. 
• Prepare and distribute department management information where required. 
• Ensure your own tasks and responsibilities are completed within the correct time scales. 
• Work with manager, US Team, client service managers and relationship managers as and when required e.g. provision of MI, escalated cases or resolution of issues.
• Fulfil additional, relevant tasks appropriate to the role and business requirements e.g., user acceptance testing, training, project participation etc. 
• Represent the department at relevant meetings, forums, client visits as required.

CRUCIAL SKILLS / EXPERIENCE

• Interpersonal (relationship building, respectful, problem solving and understanding).
• Strong Customer focus.
• Leadership (direction, idea generation, knowledge sharing and team recognition). 
• Communication (listening skills, oral communication skills, information sharing and written communication skills).
• Ability to work on own initiative and to set deadlines.
• Thinking (decision making, idea generation, inclusion and problem solving).
• Previous TL experience in a contact centre environment handing call and email/electronic queries.
• Demonstrate a passion in own and teams’ development and career progression.
• Analytical skills are required to research and resolve enquiries and prepare management information for Management and clients.
• Motivated to constantly look for improvement opportunities (closure and result seeking). 

DESIRED SKILLS / EXPERIENCE

• A college or University degree and/or some relevant industry experience is preferred.
• Knowledge of Fund administration, financial services, and related regulatory environment desirable.
• Strong knowledge of call and email workflow tools and reporting.
• Extensive knowledge of the NT (Northern Trust) organisation, the fund administration product and more generally the financial services regulatory environment. 

Working with Us:

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 ethical companies. In return, we will support you with your personal and career goals in a number of ways:

• Financial – Life Assurance, Disability Plan, Pension/ Gratuity, Annual Pay Review
• Work Life Balance – Flexible Work Options, Incremental Annual Leave, Community Volunteer Days
• Health & Wellbeing – Private Medical Insurance, Active Sports & Social clubs (lunchtime and after-work groups), Employee Assistance Program
• Professional Development – Clear Career Path, Education Assistance, Recognition Programme, NT University (wide range of online, virtual & in-house training options) and employee-led Business Resource Councils dedicated to diversity and inclusion initiatives.

And Finally 

We hope you’re excited about the role and the opportunity to work with us.

We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

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