Manager, Client Services – Transfer Agency

Category: Accountancy / Finance, Banking / Insurance
Job Type: Full Time

Posted on:
Last Updated:

About The Role:

Reporting to the Head of TA Client Services Ireland, you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client agreements in relation to Transfer Agency.

The department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements.

Why Choose the Transfer Agency Client Service Manager role?

We enhance the Transfer Agency experience for our clients and their investors, delivering differentiated service working in tandem with Transfer Agency operations.

We are a “trusted advisor” for our clients and act on our behalf when liaising with the operational teams to resolve queries and implement service enhancements.

Exposure to the full Transfer Agency function / service offer deliverable
Engaging with multiple Transfer Agency locations
Servicing on a range of Product offerings
Commitment to service excellence & client centric approach
The TA Client Service team are a team of experienced professionals.

Day to day delivery of all TA Services to the client.
Work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and ensure all targets and deadlines are met.
Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
Provide technical expertise for the development of new TA Products and develop SLD’s with your clients for the take on of these new products and services
Participates / leads client due diligence visits
Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client
Responsibility for vetting all incident reports prior to release to RM’s/Clients and ensuring all items are added to the daily client incident log
To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met
Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service.
Escalate items to functional team leaders, Manager, CSDM or Relationship Manager as appropriate.
Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate.
Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
Manage Projects for key Clients.
Deliver ‘Priority Client Discussions’ within agreed timetable determined by the CSM Team and Manager.
Perform testing of client specific reporting.
Deliver against PMO responsibilities within Client Take On process.
Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent Client Servicing
Development, recruitment, appraisals and retention of Partners at the CSO levels
Managing a Team of Managers (TA CSM’s) – approx. 5 direct reports but the potential to increase


Skills & Experience Required:

Prior experience in a client-focused role gained in the financial services or banking industry is an advantage.
Operational experience in a Transfer Agency role is desirable.
People management  (though this will be an individual contributor role) and change management skills desirable
Track record of building and maintaining strong client relationships
Effective verbal reasoning and numeric skills required
Ability to work under pressure meeting challenging deadlines
Planning and organisation skills
Flexible approach to work
Ability to review and resolve complex issues in a timely manner
Ability to work under pressure meeting challenging deadlines
Ability to work on own initiative

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.

Working with Us:

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.

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.





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