Head of Client Service (Asset Owner Segment, Americas)

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.
About the Asset Owner Segment, Americas
The Segment is part of the Asset Servicing Division, responsible for roughly half of Northern Trust's total global assets under custody, as well as newly formed innovative businesses such as Northern Trust Front Office Solutions. This segment focuses on mission-driven asset owners across the Americas, primarily endowments, foundations, corporations, pensions, multi-national entities, and insurance companies. This is an opportunity to transform how we serve our clients, partners, and stakeholders by leveraging the invaluable assets which exist within our people and our products, and applying discipline to client management and drive business growth.
Our vision: To be THE market-leading partner of choice in the asset owner segment through innovative products, unparalleled service, impeccable operational outcomes, and unyielding integrity and alignment to our clients.
We cannot do this without putting culture at the core. Our people, our behaviours, the decisions we make all influence the ability to achieve success.
Job Title: Head of Client Service (Asset Owner Segment, Americas)
The Opportunity
In this exciting new role, the Head of Client Service for the Asset Owner Segment, Americas (AOA), will report to the COO and provide leadership aligned to a strategic vision in support of the business and our client experience. This individual is responsible for leading multiple teams of client service professionals, fostering a culture of exceptional client service and continuous improvement. This role provides direction and strategy for enterprise-wide initiatives that impact AOA client service and sets strategic priorities designed to improve the effectiveness of meeting overall contracted client requirements.
Key Responsibilities

• Leads a client service/support area consisting of multiple teams.
• Develops and implements policies to ensure client satisfaction and leads key client service initiatives.
• Maintains familiarity with industry best practices and seeks opportunities to implement as appropriate.
• Participates in long-term or strategic planning for the Client Services/Support function designed to improve the overall client service experience and improve team productivity and quality.
• Resolves the most complex issues or inquiries from senior-level or key individuals at clients, as needed.
• Maintains relationships with senior business leaders to report client trends and needs.
• Provide forward-looking and strategic insight on client issues to drive future revenue growth.
• Determines needed improvements through review and analysis of problems reported.
• Recruits, directs, motivates and develops staff, including managers, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.

Professional Experience / Qualifications

• Strategic thinking and problem-solving skills, with the ability to analyze complex data and develop innovative solutions to complex business challenges
• Exceptional leadership and management skills, with a proven ability to lead and motivate teams to achieve high performance, including managing managers.
• Strong interpersonal and communication skills, with the ability to build and maintain effective relationships with clients, stakeholders, and team members
• Skills in negotiation and ability to successfully influence and navigate enterprise-wide initiatives.
• Exhibits an operational mindset - continuously identifying opportunities for standardization, efficiencies and measurement.

Experience

• Extensive experience (minimum 15 years) in client servicing and operations supporting Asset Owners, Asset Managers and OCIO organizations.
• A track record of success in driving operational excellence, innovation, and growth in client service delivery
• Demonstrated experience of leading large teams through transformative change to improve business performance
• Experience developing and implementing supervisory controls and metrics (e.g. quality, efficiency, capacity)

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 [email protected].
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.