Manager, CS Invest Ops at Northern Trust in Chicago, Illinois

Job Description:

The Client Service Manager (CSM) manages an Investment Operations Outsourcing (IOO) Client Service team and is responsible for ensuring the quality of IOO middle office services delivered to one or more clients. The CSM makes staffing decisions, establishes employee performance standards, conducts performance management reviews and helps to ensure employee developmental and training needs are achieved. The successful CSM has relevant industry subject matter expertise, understands client needs, and with assistance, will navigate the Northern Trust service & delivery organization servicing as an advocate for the client. The CSM consults with the client, the Relationship Manager and the NT service & delivery organization to deliver solutions that can meet the evolving needs of the client.

1.Recruit, train, mentor and develop employees.

2.Define performance standards, conduct performance reviews and handle salary administration.

3.Provide management, leadership and guidance to staff, creates an environment that encourages employee engagement, teamwork, and communication.

4.Develop staffing and succession plans.

5.Proactively prepare to ensure an effective onboarding experience for new Partners.

6.Oversee the delivery of IOO middle office services.

7.Create and negotiate the Service Level Agreement (SLA), measure delivery of services against SLA, take corrective actions where needed to address service deficiencies.

8.Generate, interpret and action Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly.

9.Create, document, maintain and improve process flows, operating procedures and controls.

10.Participant on business and technology enhancement initiatives.

11.Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust.

12.Research, analyze and resolve complex client inquiries.

13.Assist in performing cost benefit and impact analysis related to the request for new client services.

14.Build working relationships with clients.

15.Responsible for the delivery and continuous enhancement of IOO middle office operations and client services.

16.Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meeting, work to resolve client servicing issues timely.

17.Responsible for creating and reporting on client satisfaction.

18.Schedule and conduct Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.

19.Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency and team effectiveness.

20.Build relationships with Relationship Managers (RMs), Shared Service Managers and NT support groups.

21.Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered.

22.Ensure internal and client issues are communicated and escalated in a timely manner.

23.Facilitate the Shared Services Engagement model, responsible for coordinating shared service delivery across NT servicing teams.

•A college or university degree and/or 5-10+ years of relevant work experience

•Previous Financial Industry Operations, Asset Management and/or Investment Operations experience

•Previous management or supervisory experience

•Previous client management and client service experience in a service oriented environment

•Knowledge of financial services, asset management and/or investment operations

•Excellent oral and written communication skills

•Leadership and organizational skills to develop periodic goals and to manage and motivate team members towards achieving the goals set

•Analytical and problem solving skills

•Highly flexible and adaptable to change

•Ability to coach and develop team members

Additional Information