Custody Service Division Manager

4 weeks ago


Chicago, Illinois, United States Northern Trust Full time

Northern Trust is a globally recognized financial institution with a rich history dating back to 1889.

We are committed to providing innovative financial services and guidance to the world's most successful individuals, families, and institutions.

The Custody Service Division Manager will oversee one or more Custody Client Service teams, ensuring quality service delivery to clients and appointed investment managers.

This role involves making staffing decisions, including recruiting team members, conducting performance management reviews, and ensuring employee development and training needs are met.

The DM will also consult with clients, Relationship Managers, and the Shared Service team to deliver organizational solutions and meet the evolving needs of North America (NA) Custody clients.

Key Responsibilities:

  • Provide guidance to staff and foster an environment that encourages employee engagement, teamwork, and communication.
  • Create and execute a Client Service Team Operating & Action Plan to improve service quality, operating efficiency, and team effectiveness.
  • Build effective relationships with Relationship Managers, Shared Service Managers, and NT support groups.
  • Define performance standards, conduct performance reviews, and handle salary administration for individuals and Managers.
  • Create and negotiate Service Level Agreements (SLAs), measure service delivery against SLAs, and take corrective actions to address service deficiencies.
  • Generate, interpret, and action Management Information Statistics (MIS) metrics; create, document, maintain, and improve process flows, operating procedures, and controls.
  • Champion business and technology enhancement initiatives.
  • Ensure appropriate operational controls to manage and mitigate risk to Northern Trust.
  • Perform cost-benefit and impact analysis related to new client service requests.
  • Serve as a point of escalation, maintain, and monitor issues log, chair weekly/bi-weekly issues meetings, and work to promptly resolve client servicing issues.
  • Schedule or support Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.
  • Provide strategic direction for delivery of business function activities and overall client satisfaction.

The ideal candidate should possess a fair amount of the following qualities:

  • Extensive technical knowledge of financial services, asset management, and investment operations.
  • Proven leadership and organizational skills to develop periodic goals and manage and motivate team members towards achieving the goals set.
  • Highly flexible and adaptable to change.
  • A college or university degree or relevant work experience.
  • Prior experience in Financial Services, Asset Management, and/or Investment Operations.
  • Previous client management and client service experience in a service-oriented environment.

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities.

Apply today and discuss your flexible working requirements with us.



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