Personal Banking Manager

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.

This is an office-based position and for the effective performance of this role, the duties and responsibilities must be carried out onsite.

The Personal Banking Manager will manage a Lobby Banking team responsible for delivering an exceptional client service experience while servicing clients with a full range of banking products and services and contributing to the growth of the Banking and Trust business.

Primary responsibility is managing the lobby banking team activities including conducting performance management process, providing input for hiring and disciplinary action, and hands-on training to staff. Responsible for overseeing the execution and/or submission of various administrative and operational activities related to clients, banking products and services. Interacts with clients in person, via telephone and email, responding to inquiries and providing information as requested.

Additional duties include, but are not limited to, establishing and/or submitting requests for opening, maintaining and servicing client accounts, executing money movement, preparing and producing client materials and reports, resolving client inquiries, as well as maintaining complete and accurate recordkeeping. Provide maintenance and holistic advice on assigned relationships by cross selling and identifying client needs.

Of critical importance is the enforcement and adherence to the required banking guidelines, procedures and policies involved with requested activities. The Personal Banking Manager is expected to serve as a mentor to their team and to strive to help evolve the processes, procedures and operating environment of their overall Wealth Management office while contributing to the growth of the Banking and Trust business.

Key responsibilities include:

1. Manages a Lobby banking team, servicing clients with a full range of banking products and services. Conducts the performance management process, career development guidance, provides input for hiring and disciplinary actions, and provides hands-on training to staff.

2. Develops periodic goals, organizes the work, sets short-term priorities, monitors all activities, and ensures timely and accurate completion of the work.

3. Understands the business model and all products and services and engages appropriate business unit subject matter experts to explore potential opportunities with the client. Provides maintenance and holistic advice on assigned relationships by cross selling and identifying client needs.

4. Oversees the execution and/or submission of daily client account servicing activities within appropriate time frames, including but not limited to funds transfers, opening and closing accounts, account maintenance, imaging of documents, and researching of client issues. Manager completes client servicing activities as applicable. Serves as primary contact for sensitive clients on a full range of banking services.

5. Proactively communicates and escalates issues with relationship management and National Client Support Services Team Leaders as appropriate to obtain necessary information to properly resolve the request.

6. Fully understands and enforces adherence to all policies, procedures and compliance guidelines to ensure mitigation of risk and promptly escalates any issues and/or concerns to management.

7. Demonstrates expertise and provides direction to banking partners in the day to day operations of a banking office. Monitors and verifies account setup, maintenance and service for accuracy and completeness. Periodically reviews work for accuracy, ensuring that performance adheres to current standards, policies and procedures. Communicates to staff and management errors uncovered or processes in need of improvement.

8. Maintains a strong knowledge of the various business applications critical to client and account servicing, including on-line tools, and seeks to expand knowledge of the latest enhancements to Northern Trust partner and client technology and/or system