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Client Service Delivery Manager - Global Fund Services (GFS) at Northern Trust in Chicago, Illinois

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Specialist, Client Service Delivery Manager (CSDM) - Global Fund Services


Responsible for overall client service and delivery across all applicable disciplines (Custody, Fund Administration, Transfer Agency, etc.) for multiple clients. Facilitates efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns / needs to partners.


  • Acts as the senior client contact representing all applicable product disciplines, and facilitates the escalation of client queries and issue resolution. Responsible for identifying and addressing service issues as and when they arise
  • Responsible for building / maintaining a solid client governance framework which includes standing Client Service Reviews, Service Level Descriptions and Key Performance Indicators (KPIs).
  • Helps solicit scorecards and surveys from clients. Responsible for working internally with partners to help remediate any servicing gaps identified.
  • Coordinates Due Diligence visits across all business units, in addition to the completion of Due Diligence Questionnaires.
  • Partners with Relationship Manager(s) and ensures issues are communicated and escalated in a timely manner both internally and directly with the client(s).
  • Responsible for overall project planning for key clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables. The Client Service Delivery Manager is also responsible for keeping the client informed of progress towards project completion.
  • Reviews, approves and ensures the timely publication of monthly reporting to consultants / clients including calculating KPI levels. Monitors performance against SLAs.
  • Consistently displays a balanced, cross-functional perspective, liaising with the rest of the business to improve efficiency, effectiveness and productivity.
  • Models client service excellence while providing context to operational partners for the work they do and how this impacts the functioning of our clients' front office in terms of support to PMs, sales and marketing and clients' end investors.


  • Extensive experience in client servicing and / or fund operations.
  • Technical knowledge of trust or asset management, and fund accounting, usually acquired through related work experience is required to manage overall client service.
  • Knowledge of custody, fund administration and portfolio management concepts usually acquired through formal education or experience is needed to consult on client needs.
  • Skills in negotiation, delegation, leadership, and client service are necessary.
  • Excellent oral and written communication skills are required.
  • Candidate should be highly flexible and adaptable to change.
  • A College or University degree and / or general finance and portfolio management knowledge through proven work experience is required.
  • Preferred years of service - minimum of 10 years of relevant industry experience.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

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 sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at .

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.

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