Client Service Manager

4 weeks 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 Servicing Manager

    4 weeks 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...

  • Account Manager

    4 weeks 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 weeks 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

    1 month 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

    4 weeks 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 weeks 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...

  • Strategic Client Growth Manager

    9 hours ago

    Tempe, Arizona, United States Clarivate Full time

    We are seeking an experienced Strategic Client Growth Manager to join our team at Clarivate. In this role, you will play a critical part in driving client satisfaction and growth across the Westcoast region.About the RoleThis is an exciting opportunity to accelerate the impact of public libraries on their communities by helping them provide better...

  • PEO Client Relationship Manager

    4 weeks 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...

  • Senior Client Service Associate

    4 weeks ago

    Tempe, Arizona, United States BMO Financial Group Full time

    At BMO Financial Group, we are seeking a highly skilled Senior Client Service Associate to join our team. As a key member of our client service team, you will be responsible for providing exceptional operational support to grow our market share and maximize the profitability of client relationships.**Key Responsibilities:*** Provide daily operational service...

  • Medical Client Service Specialist

    4 weeks ago

    Tempe, Arizona, United States Patient's Choice Full time

    Job Title: Client Service RepresentativeJob Summary:We are seeking a highly motivated and self-starting Client Service Representative to join our core team in Tempe, AZ. As a Client Service Representative, you will be responsible for providing exceptional customer service to patients and providers, handling high call volumes, and assisting with medical...

  • Associate Account Manager

    4 weeks ago

    Tempe, Arizona, United States ADP Full time

    Job DescriptionWe are seeking a highly skilled and motivated Associate Account Manager - Client Support to join our team at ADP. As a key member of our client support team, you will be responsible for providing exceptional customer service to our clients, resolving issues, and building strong relationships with our clients.Key Responsibilities:Provide timely...

  • High Net Worth Client Development Manager

    4 weeks ago

    Tempe, Arizona, United States Edward Jones Full time

    Unlock Your Potential in Wealth ManagementAt Edward Jones, we're committed to helping our clients achieve their financial goals. As a High Net Worth Client Development Manager, you'll play a critical role in driving business growth and delivering exceptional client experiences. About the RoleThis is a unique opportunity to join our High Net Worth Business...

  • Medical Client Service Specialist

    4 weeks ago

    Tempe, Arizona, United States Patients Choice Full time

    Job DescriptionWe are seeking a highly motivated and self-starting Client Service Representative to join our team at Patients Choice Lab. As a key member of our core team, you will be responsible for providing exceptional customer service to patients and providers, handling high call volumes, and assisting with medical client sales.Key...

  • IT Service Manager

    1 month ago

    Tempe, Arizona, United States K2 Staffing Full time

    Job SummaryOur client, a leading IT Solutions Company, is seeking a skilled IT Service Manager to join their team in Tempe, AZ. As a key member of the team, you will be responsible for managing projects from start to finish, providing pre- and post-sales support, and working closely with sales to deliver exceptional client experiences.Key...

  • Implementation Project Manager

    4 weeks ago

    Tempe, Arizona, United States ADP Full time

    Job DescriptionJob Title: Implementation Project ManagerJob Summary:We are seeking an experienced Implementation Project Manager to join our team at ADP. As an Implementation Project Manager, you will be responsible for delivering high-quality implementation projects to our clients. You will work closely with cross-functional teams to ensure successful...

  • IT Service Delivery Manager

    1 month ago

    Tempe, Arizona, United States Executech Full time

    About Executech:At Executech, we're dedicated to building a team where people thrive. As a leading managed IT service provider, we're passionate about creating a positive impact through innovative technology and exceptional service. Our culture is built on collaboration, continuous learning, and a deep commitment to doing what's best for our clients and each...

  • IT Service Delivery Manager

    1 month ago

    Tempe, Arizona, United States Executech Full time

    About ExecutechAt Executech, we're committed to building a team where people thrive. As a leading managed IT service provider, we're passionate about creating a positive impact through innovative technology and exceptional service. Our culture is built on collaboration, continuous learning, and a deep commitment to doing what's best for our clients and each...

  • Associate Account Manager

    4 weeks ago

    Tempe, Arizona, United States ADP Full time

    At ADP, we're seeking a skilled Associate Account Manager to join our Client Support team. As a key member of our front-line support team, you'll play a critical role in delivering exceptional client experiences and driving business growth.Key Responsibilities:Provide timely and effective support to clients, resolving issues and answering questions to ensure...

  • Tax Advisory Services Manager

    3 weeks ago

    Tempe, Arizona, United States FORVIS Full time

    Tax Advisory Services ManagerRole SummaryWe are seeking a highly skilled Tax Advisory Services Manager to lead and develop a team while providing ultra-responsive customer service to our clients. The ideal candidate will have experience with managing tax advisory services, tax compliance, and tax provision to a diversified client base, with a focus on...

  • Customer Service Ambassador for a Leading Healthcare Client

    4 weeks ago

    Tempe, Arizona, United States TEKsystems Full time

    Job OverviewOur client, a prominent medical organization, is seeking a skilled customer service representative to work on a 4-month contract-to-hire project. This opportunity will allow the selected candidate to gain valuable experience in a fast-paced call center environment while providing exceptional service to patients.CompensationThe starting hourly...