Team Lead, Client Service - Investment Operations

Team Lead, Client Service - Investment Operations

Northern Trust (NT) Investment Operations Outsourcing (IOO) provides Middle Office services and solutions to Investment Manager (IMs) across various functions, including trade matching, trade settlement, reconciliation, and reporting. The IOO North America (NA) Transitions Team is responsible for the coordination and execution of existing IOO NA clients' new account set-ups and related transitions lifecycle events, including asset transfers, third-party operational set-ups & account maintenance, and other activities.

Summary

At the Team Lead level within IOO, an individual is a leading member of an IOO functional service team that provides comprehensive, in-depth consulting, support and leadership to the team and business partners. The team Lead carries out activities and projects that are larger in scope and more cross-functional and technically difficult. The role is balanced between high level operational execution and development, and implementation of strategic direction of business function activities. The Team Lead plays a key role ensuring service quality and is seen as a key advisor on significant business decisions.

The Team Lead also oversees an IOO functional service team and is responsible for ensuring the quality of IOO middle office services delivered to various clients. The team lead makes staffing decisions, establishes employee performance standards, conducts performance management reviews and helps to ensure employee developmental and training needs are achieved. The successful team lead has relevant industry subject matter expertise, understands client needs, and with assistance, will navigate the Northern Trust service & delivery organization servicing as an advocate for the client. The team lead consults with the client, the Relationship Manager, and the NT service & delivery organization to deliver solutions that can meet the evolving needs of the client. The Team Lead has day-to-day front-line supervisory responsibilities for an Investment Operations team providing services to internal and/or external clients. Organizes the work of the team, assigns tasks, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work. Possesses the management and organizational skills required to prioritize assignments and provide feedback to staff.

Major Duties

1. Recruit, train, mentor and develop employees.
2. Define performance standards, conduct performance reviews, and handle salary administration.
3. Provide management, leadership, and guidance to staff, creates an environment that encourages employee engagement, teamwork, and communication.
4. Develop staffing and succession plans.
5. Proactively prepare to ensure an effective onboarding experience for new Partners.
6. Oversee the delivery of IOO middle office services.
7. Create and negotiate the Service Level Agreement (SLA), measure delivery of services against SLA, take corrective actions where needed to address service deficiencies.
8. Generate, interpret, and action Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly.
9. Create, document, maintain and improve process flows, operating procedures, and controls.
10. Participant on business and technology enhancement initiatives.
11. Ensure appropriate operational controls to manage and mitigate risk to Northern Trust.
12. Research, analyze and resolve complex client inquiries.
13. Assist in performing cost benefit and impact analysis related to the request for new client services.
14. Build working relationships with clients.
15. Responsible for the delivery and continuous enhancement of IOO middle office operations and client services.
16. Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meeting, work to resolve client servicing issues timely.
17. Responsible for creating and reporting on client satisfaction.
18. Schedule and conduct Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.
19. Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency, and team effectiveness.
20. Build relationships with Relationship Team leads (RMs), Shared Service Team leads and NT support groups.
21. Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered.
22. Ensure internal and client issues are communicated and escalated in a timely manner.
23. Facilitate the Shared Services Engagement model, responsible for coordinating shared service delivery across NT servicing teams.

Knowledge / Skills

• Knowledge of financial services, asset management and / or investment operations
• Excellent oral and written communication skills
• Leadership and organizational skills to develop periodic goals and to manage and motivate team members towards achieving the goals set
• Analytical and problem-solving skills
• Highly flexible and adaptable to change
• Attention to detail
• Works with a sense of urgency

Competencies

• Personal enabler and self-starter with demonstrated ability to identify opportunities for continued self-development & adaptability to feedback; highly motivated and looking to be inspired.
• Display leadership characteristics; able to adapt communication style to various audiences.
• Self-confident and challenges the status quo by asking questions and seeking reasonable answers

Experience Required

• A college or university degree and/or 5-10+ years of relevant work experience
• Previous Financial Industry Operations, Asset Management and / or Investment Operations experience
• Previous management or supervisory experience
• Previous client management and client service experience in a service-oriented environment
• Previous Change / Project Management experience
• Experience handling day-to-day activities in conjunction with longer-term initiatives.
• Experience both as a simultaneous executor and coordinator.
• Extensive knowledge of the lifecycle of a trade.
• Advanced knowledge of Microsoft Outlook, Excel, PowerPoint, and Word.
• Ability to handle and effectively manage extremely cyclical activity volumes and changing priorities.
• Familiarity with Risk Management concepts and best practices

Experience Preferred

• Knowledge of Microsoft Visio and SharePoint
• Data and Workflow Management experience
• Knowledge of existing NT systems and platforms

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.

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 America's best banks and most sustainable companies! Build your career with us andapply today.#MadeForGreater