Client Services Manager - Superannuation
Who we are
Northern Trust is a preeminent global financial institution that provides asset servicing, investment management and wealth management services for institutions, high-net-worth individuals and families. For more than 130 years, our success has been anchored in one purpose: to serve as our clients' most trusted financial partner, guarding and growing their assets as though they are our own. Our market-leading technological capabilities-spanning from artificial intelligence for currency management, blockchain for fund administration and cloud-based solutions to deliver personalized wealth management services-allow us to deliver the highest level of service to our clients with speed and precision. What we do
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. 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.
Northern Trust is proud to serve the Australian community with global capabilities, meaningful insights and exceptional service. Institutional clients across Asia Pacific have relied on Northern Trust for effective solutions and ethical guidance across asset servicing and asset management since 1986. About the Role
As the Australian Client Services team continues to grow, we seek a Client Services Manager (CSM) to join the team in Melbourne. The CSM acts as the primary point of contact for one or multiple clients. You will be responsible for servicing clients with the flexibility and commitment needed to meet their requirements and provide them with an exceptional level of service. In this role, you will develop and maintain relationships with assigned clients and internal Northern Trust partners to better understand the needs of the client and articulate those needs in order to collaborate on process improvements or other service enhancements.
You will be responsible for coordinating the account administration for custody clients, tracking service and delivery to our clients, responding to client inquiries, producing reports and overseeing transaction processing. You will assist Relationship Managers (RM) and Client Service Delivery Managers (CSDM) in the generation of additional business, preparing and making client presentations and coordinating with servicing teams around the globe. You will need to be comfortable working individually and as part of a wider team
This role will report to the Head Of Client Services, Superannuation What you will do
- Develop a clear understanding of clients' needs behind service requests and communicate to service partners. Coordinate with servicing teams on execution of client activity, communicating with client and vendors as appropriate.
- Track service and delivery results against service level descriptions, monitoring service and delivery through client reviews, internal and external surveys, specific client feedback, and consultant feedback.
- Receive service requests from clients and partners; execute daily client activity, oversee transaction processing, handle inquiry resolution, obtain appropriate documentation, and ensure systems information is up-to-date.
- Responsible for identifying and addressing service issues as and when they arise
- Maintain service and delivery issues log, drive accountability and closure of issues in a timely manner
- Monitor performance to ensure the operational teams are adhering to the client(s) Service Level Agreement(s). Attend operational meetings both internally and externally with clients
- Provide appropriate escalation of service & delivery and other relevant issues and opportunities to RMs, CSDMs, shared services and/or internal stakeholders
- Responsible for managing the onboarding of new clients including oversight for the opening of accounts, set up of systems and creation of service level description documents.
- Carry out complex activities with significant financial, client, and/or internal business impact
- Communicate with clients regularly to inform them of account set-up or status, document requests, or other information
- Ensure accurate set up and review of fees/invoices
- Able to facilitate discussions and reach decisions regarding service delivery matters.
- Assist clients and partners with complex problem resolution
- May manage daily operational activities and supervise day-to-day work other employees (but not a formal management role).
- Functional / Industry Knowledge in global custody and fund administration are required. Accounting knowledge would be advantageous
- General business knowledge, including knowledge of accounting usually acquired through coursework, is required to oversee client transactions
- Strong interpersonal skills and an ability to work well with clients and internal teams globally, creating a strong network of contacts
- Analytical, problem solving, and organizational skills required to identify and resolve account issues
- Excellent oral and written communication skills
- Proficient or advanced skills in Microsoft Excel and ability to analyse large data sets
- Strong awareness of risk to both the client and Northern Trust
As of 30 September 2021, Northern Trust Corporation had:
- A degree in business or financial services, post graduate industry certification and/or demonstrated years of relevant work experience
- $15.8 trillion in assets under custody/administration
- $12.2 trillion in assets under custody
- $1.5 trillion in assets under management
- $169 billion in banking assets
As a Northern Trust 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!
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. In Australia, we are actively involved in many ways with both community and diversity organisations, which includes charity participation days. For families we offer a very generous parental leave scheme, and all staff have access to subsidised health insurance if they choose.
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. Build your career with us and apply today!
- Want to learn more about our company? Visit www.northerntrust.com
- We are a leading global financial institution- Click here to check out our company accolades!