Description:
Role/ Department
The Client Service Manager is responsible for service and delivery for one or more asset servicing clients by; proactively leading the client service experience through A Approach principles; facilitating efforts of their team and other internal stakeholders by coordinating resources to ensure timely delivery of reports/information; resolution of service issues; effective communication internally and externally.
- ownership and accountability for ensuring delivery of client service excellence
- responsiveness to client enquiries regarding the operation of all asset service products
- adherence to procedures and agreed Service Level Descriptions
- accurate and timeliness of agreed daily/weekly/monthly deliverables
The Key Responsibilities Of The Role Include
- Main operational contact for client enquiries liaising with the appropriate internal partners
- Proactive monitoring of client deliverables
- Help identify revenue generating/cost reducing client operational efficiencies
- Lead client service reviews
- Administration of client accounts
- Maintenance and adherence of Service Level Descriptions
- Project management of restructure and transition activity
- Identify, document and manage client related risk issues ensuring adherence to corporate risk management protocols
- Proactively work with the client and internal partners to automate manual processes and minimise risk
- Identify and address service issues, ensuring timely escalation
- Timely delivery of client invoices and collection of associated fees
Skills/ Qualifications
The successful candidate will benefit from having:
- Experience of financial services/asset servicing industry
- Proven proactive client service experience, with the ability to build strong relationships through trust, credible knowledge and delivery of solutions and responsiveness
- Analytical/problem solving through organisation and time management
- Ability to build strong internal and external network to assist in the timely resolution of client enquiries/issues
- Initiative to independently accomplish tasks and make decisions
- Manage multiple priorities considering client impact, timeframe complexity and risk
- Ability to represent Northern Trust in external meetings and the client in internal meetings