Fund Administration Client Service Manager

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Role: The Fund Administration Team services a wide range of Investment Managers to launch and offer their funds to a wide market of investor types. The role is an individual contributor role that sits within the Irish Fund Administration Client Service Team reporting to the Divisional Manager for Client Service and will involve the successful candidate acting as the lead contact for clients serviced out of Luxembourg Fund Administration Main Duties: Be the face of Northern Trust to our external and internal partners for Luxembourg clients. Oversight of day to day delivery of all Luxembourg FA services to the client and the underlying Investment Managers. This will involve management of communication for service delays and issues, ensuring KPI’s and SLA’s are within guidelines. Where service levels slip below required standards ensuring adequate remediation is put in place. Provide technical expertise for the development of new FA Products and develop SLD’s with your clients for the take on of these new products and services. Participates / leads client due diligence visits and service reviews. 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. Managing client and internal change agenda ensuring that the best practice policy to change is enforced. Be pro-active in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs. Working with the Section Manager and Divisional Manager to develop a strategic and scalable operating model for clients, thus ensuring we have a sustainable and profitable product offering for any future clients. Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the service quality. Manage client issues ensuring appropriate resolution, including regular liaison with Relationship Managers, Client Service Delivery Managers and other Operational Managers to provide a seamless service. Liaising with clients regarding Service Level Agreements and responsible for all client facing documentation and presentations. Consult on effective ways to meet client needs, consulting with the New Business, Product, Legal teams where necessary. Ensure that partner and client interactions are always dealt with in a prompt professional manner. Demonstrate Client servicing skills in all interactions and maintain a positive manner. Escalate items to functional team leaders, Manager, CSDM or RM as appropriate. Act as an escalation point for operational issues also escalating issues to management as appropriate. Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate. Manage Projects for key Luxembourg Clients. Manage testing of client specific solutions. Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent client servicing. Relationships and Stakeholders Direct Manager – Divisional Manager Internal Stakeholders – Global Fund Services (GFS) Luxembourg Head of Fund Accounting, Head of Financial Reporting Luxembourg, Section Managers, New Business Teams, Relationship Managers, Regulatory Team, Client Service Delivery Managers and Product Teams External Key Stakeholders – Clients, Investment Managers, Regulators including CSSF Qualifications and skills required: Current knowledge and experience of Fund Accounting with a focus on Luxembourg specific requirements and CSSF regulations Change management skills. Client focus skills. Fund Accounting Industry and Regulatory knowledge. Effective verbal reasoning and numeric skills. 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 on own initiative Excellent Project Management skills Work Authorization Applicants must have the right to work in Ireland at the time of application and for the duration of employment. Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks. 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 committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable Accommodation Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at , or alternatively you can discuss your individual requirements with the recruiter you are working with.