Specialist, Client Service, Investment Operations Outsourcing

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.

Job Profile Summary
The Specialist within Investment Operations Outsourcing (IOO) will help drive measurable improvements in customer satisfaction, client service quality, operational productivity, organic growth and employee satisfaction. This individual is a seasoned, multi-disciplinary expert with extensive business and/or technical knowledge and IOO functional expertise. Carries out the most complex initiatives involving multiple disciplines and/or ambiguous issues. Consistently displays a balanced, cross-functional perspective, liaising with the rest of NT’s Asset Servicing organization to resolve issues, improve efficiency and productivity.

Job Description

1. Serve as a key subject matter expert for both regional and global business optimization initiatives.
2. Provide oversight on daily operational activities and supervise day-to-day work of junior level Partners.
3. Serve as a coach and mentor to junior level Partners on both operational processes as well as issue analysis and resolution.
4. Assist with the on-boarding and training of new and existing Partners.
5. Identify opportunities for improvement within existing technology applications while acting as a liaison with Partner areas to drive resolution.
6. Ensure appropriate operational controls in order to manage and mitigate risk to Northern Trust.
7. Analytically and procedurally competent, representing the team on cross-function process or project deliverables; emerging as an expert in a specific skill set.
8. Oversee and support all back and middle office functions for new client implementations, including leading client calls and providing reporting on migrations when necessary.
9. Document and implement best practices for various functions for local oversight and global service teams.
10. Proactively seek out and communicate industry and market changes, ensuring all applicable client teams are informed and prepared.
11. Carry out complex activities with significant client and/or internal business impact.
12. Responsible for understanding each client’s support model, strategy and future growth potential while maintaining a liaison relationship between the client and internal partners.
13. Lead team discussions and brain storming/knowledge share sessions to share challenges and solutions across the client base while regularly proposing solutions and/or suggestions to improve level of client service.
14. Responsible for building and maintaining effective working relationships with key internal and external Partners.
15. Shares in-depth knowledge and understanding of IOO products and services as well as how manufactured and delivered with others across the organization.
16. Responsible for overall project planning and managing service reviews within each of the key product areas.
17. Recognize impact of personal job function(s) on IOO peers and applicable shared service Partners to improve Business As Usual knowledge gaps.

Knowledge:

• Knowledge of financial services, asset management and/or investment operations
• Excellent oral and written communication skills
• Skills in negotiation, delegating, leadership, and service delivery
• Analytical and problem solving skills
• Highly flexible and adaptable to change
• Knowledge of industry best practices for financial services operations
• Attention to detail
• Works with a sense of urgency

Experience:

• A College or University degree and/or 7-15+ years of relevant work experience
• Previous Financial Industry Operations, Asset Management and/or Investment Operations experience a plus
• Understanding of Back and Middle Office Support
• Able to develop and enhance written procedures for operations processes
• Previous business analysis and/or project management experience a plus

Salary Range:

$103,000 - 175,200 USD

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical,