Client Service Manager

1 week ago

Tempe, Arizona, United States Northern Trust Full time
About Northern Trust:

Northern Trust is a globally recognized financial institution with a rich history dating back to 1889. We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our principles of service, expertise, and integrity. With over 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Wealth Management Contact Center - Client Servicing Manager

The Wealth Management Contact Center is responsible for assisting Northern Trust clients over the phone with their banking needs and providing technical expertise to users of Northern Trust's Private, Wealth and Treasury Passport online platforms. The contact center is open from 7:00am - 9:00pm central time Monday through Friday and 7:00am - 3:30pm on weekends. Over 125,000 phone calls are received on an annual basis.

Key Responsibilities:

Operational Excellence
  • Continuously assess staffing capacity to ensure sufficient coverage during all hours of operation and address gaps & vacancies with urgency
  • Monitor calls in queues & individual schedule adherence, assembling resources to meet team's client servicing key performance targets and eliminate coverage gaps
  • Design, implement and execute business resiliency strategies to minimize recession of statistical performance during unexpected disruptions
  • Identify and take ownership of opportunities to improve the team's performance, update reference documents, implement new procedures, and identify potential use cases for emerging contact center technologies or tasks capable of automation or self-service
  • Act on constructive feedback provided by clients and internal partners
  • Complete reporting tasks by appropriate deadlines
  • Provide key leadership support to Tempe operating center initiatives and foster strong connectivity between staff members located in Tempe and Chicago
  • Integrate seamlessly with other departments within Northern Trust to strengthen relationships and institute large scale change
  • Amplify efforts to develop a broader contact center community across Northern Trust
Staff Management
  • Build a culture of accountability for individual performance and achievement of team goals
  • Conduct monthly meetings with each direct report, providing effective coaching and feedback to address areas of improvement and discussing career development opportunities
  • Action daily recommendations provided by quality analysts to swiftly address performance issues adversely impacting team operations
  • Complete all aspects of annual review cycle by established deadlines and participate in compensation planning activities
  • Identify rising talent and promote personal growth by empowering staff through continuous engagement, effective delegation, and cultivating opportunities for further career development
  • Maintain the strong reputation of team through encouragement of effective communications, professionalism, positive morale and engagement
  • Consistently recognize achievements and instances of partners going above and beyond to meet the needs of our clients
Requirements:
  • At least 5 years of experience managing all operations within a phone-based contact center
Hybrid Work Model:

We have a balanced hybrid working model to ensure you get the flexibility you need, and the successful candidate will spend their time between working 3 days in the office and 2 days working from home.

Working with Us:

As a Northern Trust partner, 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. We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies. Build your career with us and apply today.

  • Client Service Manager

    3 weeks ago

    Tempe, Arizona, United States TSR Consulting Services, Inc. Full time

    Job Title: Client Relationship ManagerTSR Consulting Services, Inc. is seeking a skilled Client Relationship Manager to join our team. As a Client Relationship Manager, you will be responsible for delivering comprehensive solutions to our clients, guiding them towards the best solution for their business needs, and analyzing existing systems to identify...

  • Client Servicing Manager

    2 weeks ago

    Tempe, Arizona, United States Northern Trust Full time

    About Northern TrustNorthern Trust is a globally recognized financial institution with a rich history dating back to 1889. As a Fortune 500 company, we have established ourselves as a leader in the industry, providing innovative financial services and guidance to individuals, families, and institutions.Our commitment to service, expertise, and integrity has...

  • Client Servicing Manager

    5 days ago

    Tempe, Arizona, United States Northern Trust Full time

    About Northern Trust:Northern Trust is a globally recognized financial institution with a rich history dating back to 1889. We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our principles of service, expertise, and integrity.We serve the world's most...

  • Client Service Manager

    2 weeks ago

    Tempe, Arizona, United States Northern Trust Full time

    About Northern TrustNorthern Trust is a globally recognized financial institution with a rich history dating back to 1889. As a Fortune 500 company, we provide innovative financial services and guidance to the world's most successful individuals, families, and institutions.Job SummaryThe Wealth Management Contact Center is responsible for assisting Northern...

  • Senior Client Service Manager

    4 weeks ago

    Tempe, Arizona, United States BMO Full time

    Job Title: Senior Client Service ManagerBMO is seeking a Senior Client Service Manager to join our team. As a Senior Client Service Manager, you will be responsible for leading a team of Client Service Associates and providing exceptional service to our clients.Key Responsibilities:Lead a team of Client Service Associates to provide exceptional service to...

  • Account Manager

    4 days ago

    Tempe, Arizona, United States ADP Full time

    Drive Client Success with ADPAt ADP, we're committed to helping our clients achieve their goals. As an Associate Account Manager, you'll play a key role in delivering exceptional client service and driving business growth.Key Responsibilities:Provide expert guidance and support to clients to ensure their successAct as a subject matter expert, providing...

  • Client Service Representative

    4 days ago

    Tempe, Arizona, United States Northern Trust Full time

    About Northern Trust: Northern Trust is a globally recognized financial institution with a rich history dating back to 1889. As a Fortune 500 company, we provide innovative financial services and guidance to the world's most successful individuals, families, and institutions. Our commitment to service, expertise, and integrity has earned us a reputation as a...

  • Client Services Representative

    2 weeks ago

    Tempe, Arizona, United States Adecco US, Inc. Full time

    About the RoleWe are seeking a highly skilled and motivated Client Services Representative to join our team at Adecco US, Inc. As a Client Services Representative, you will play a vital role in ensuring the smooth onboarding process for our clients and maintaining a high level of client satisfaction.Key ResponsibilitiesManage onboarding pipelines and...

  • Client Service Specialist

    4 weeks ago

    Tempe, Arizona, United States TSR Consulting Services, Inc Full time

    Job Title: Client Relations SpecialistTSR Consulting Services, Inc is seeking a highly skilled Client Relations Specialist to join our team. As a Client Relations Specialist, you will be responsible for delivering exceptional client service and building strong relationships with our clients.Key Responsibilities:Consult with clients to understand their...

  • Client Services Representative

    2 weeks ago

    Tempe, Arizona, United States Adecco US, Inc. Full time

    About the Role:We are seeking a highly organized and detail-oriented Client Services Representative to join our team at Adecco US, Inc. As a Client Services Representative, you will play a critical role in ensuring the smooth onboarding process for our clients and maintaining accurate client files.Key Responsibilities:Manage onboarding pipelines and maintain...

  • Client Services Representative

    3 days ago

    Tempe, Arizona, United States Adecco US, Inc. Full time

    **Job Title: Client Services Representative****Location:** Not Specified**Pay Rate:** $21/hour**Schedule:** Monday to Friday, 6:00 AM to 2:30 PM**About Us:**Adecco US, Inc. is committed to supporting individuals in their pursuit of independent living and self-determination.As a Client Services Representative, you will serve as the vital link between Case...

  • Client Service Owner

    4 days ago

    Tempe, Arizona, United States Paychex Full time

    OverviewAs a Client Service Owner at Paychex, you will be responsible for delivering exceptional client experiences, driving revenue growth, and enhancing client satisfaction. This role requires strong communication and relationship-building skills, as well as the ability to work collaboratively with internal partners and leadership to resolve client...

  • Client Management Specialist

    1 week ago

    Tempe, Arizona, United States BCForward Full time

    Job DescriptionBCforward is seeking a highly motivated Client Management Specialist to implement the TotalSource Solution for new clients. This role requires a consultative approach to assess current state, map to the PEO co-employment structure, and develop solutions where gaps exist. The ideal candidate will manage client expectations throughout...

  • Client Service Representative

    2 weeks ago

    Tempe, Arizona, United States Jackson Hewitt Full time

    Benefits of Working with UsWe offer a welcoming and customer-focused work environment with opportunities for growth and development.Flexible Schedule: Enjoy a flexible schedule that allows you to balance your work and personal life.Opportunities for Advancement: Take advantage of opportunities for advancement within the organization or as a tax...

  • Client Service Representative

    3 weeks ago

    Tempe, Arizona, United States BankTalent HQ Full time

    Client Service Associate/Teller Job DescriptionAt BankTalent HQ, we're a community of professionals with relationships at our core. We strive to promote an engaging environment with accessible leadership and ongoing employee development. Our workplace culture is based on inclusivity and collaboration, so we can give our customers as well as our employees the...

  • Transaction Banking Client Service Officer

    3 weeks ago

    Tempe, Arizona, United States MUFG Full time

    About the RoleMUFG is seeking a highly skilled Client Service Officer to join our Transaction Banking team. As a key member of our team, you will be responsible for providing exceptional client service and support to our corporate clients in the Americas region.Key ResponsibilitiesAct as a point of contact for Transaction Banking clients, providing...

  • PEO Client Relationship Manager

    2 days ago

    Tempe, Arizona, United States Paychex Full time

    Client Service OverviewAs a key member of the Paychex team, this role serves as the primary point of contact for clients, ensuring their needs are met and exceeded. This position is responsible for driving client retention, satisfaction, and revenue growth through exceptional service delivery.ResponsibilitiesConduct in-depth business needs analyses during...

  • Client Service Officer

    3 weeks ago

    Tempe, Arizona, United States MUFG Full time

    About the RoleMUFG is seeking a highly skilled Client Service Officer to join our Transaction Banking team. As a key point of contact for our top external and internal customers, you will be responsible for providing exceptional service and support to meet their needs.Key ResponsibilitiesWork closely with target clients and internal service partners to...

  • Client Service Officer

    3 weeks ago

    Tempe, Arizona, United States MUFG Full time

    About the RoleMUFG is seeking a highly skilled Client Service Officer to join our Transaction Banking team. As a key member of our team, you will be responsible for providing exceptional client service and support to our top external and internal customers.Key ResponsibilitiesAct as the primary point of contact for Transaction Banking's top external and...

  • Client Service Coordinator

    1 month ago

    Tempe, Arizona, United States Supply Chain Solutions Full time

    About UsSupply Chain Solutions has been a leading provider of innovative logistics and transportation solutions for over two decades. Our commitment to excellence is driven by our dedicated team members who embody our core values of Honesty and Respect, Finding a Better Way, and Delivering Results.About the PositionThe Client Service Representative plays a...