Team Lead Investor Services

Team Lead Investor Services

Summary

As a Team Lead in our Investor Services Division, you will be responsible for supervising a team of contact center representatives in their daily work activities under Asset Servicing Division. Complete annual performance management process for all direct reports. Serve as a subject matter expert and resource, ensuring client issues are promptly resolved on the full range of the area's products and services. Cultivate and develops relationships with clients to assist with complex product and service needs. Assist in the coordination of all service related areas.

Major Duties

• Assigns tasks to a customer service team. Organizes the work, sets short-term priorities, monitors all activity, and ensures timely and accurate completion of the work.
• Provides input in the performance management process and staffing decisions.
• Services clients on full-range of products/services. Provides back-up as needed on all jobs/functions within area of responsibility and for manager.
• Monitors Business Unit's compliance with internal auditing requirements. Monitors servicing activities, if applicable, according to overall Division objectives.
• Serves as the liaison between the client, the Business Unit and the production areas to communicate/clarify account and service activities.
• Establishes working relationship with clients and partners. Understands client needs and reviews service requests to ensure the request has adequate information for a successful implementation.
• Coordinates and participates in training presentations regarding area's products and services with clients and partners in-house and/or on-site, and conducts on-job training with staff.
• Ensures that all necessary client documentation is completed according to audit guidelines.
• Monitors turnaround times so that product/services are provided by due date.
• Monitors and verifies account set up, maintenance and service for accuracy and completeness. Reviews all non-standard procedures for account processing.
• Reports on all errors, incidents, and sensitive issues to management on a regular basis.
• Completes Business Unit and individual production reports per established procedures.

Knowledge/Skills

• Knowledge of corporate products and services for specified area, usually obtained through training or related work experience, is required to service clients.
• Communication and negotiation skills are required to ensure client satisfaction.
• Analytical skills are needed to research and resolve problems.
• Leadership and organizational skills are needed to prioritize assignments and provide feedback to staff.
• 4 yrs of operations experience with minimum of 3 years client servicing or related experience.

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With more than 130 years of financial experience and over 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!