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.Role/ Department:Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, fund service centre, settlements, distributions, commissions and statements.Reporting to the Quality & Complaints Manager, the successful candidate will be responsible for the day-to-day management of a team of complaint coordinators, ensuring that we provide a superior level of service to our ever-increasing client base, through enhanced complaint handling activities.This is an excellent opportunity for an experienced professional to join a dynamic team who are committed to providing excellent client service to our network of clients.The key responsibilities of the role include:Ensuring that all Transfer Agency complaint cases are handled in a timely and efficient manner, in-line with regulatory requirements.Ensuring that relevant MI is presented to leaders to assist with decision making, understanding of customer needs/trends, and procedural opportunities.Focusing on complaint volume reductions, using data driven decisions, ensuring that preventative measures are put in place to avoid reoccurrence of issues.Ensuring the complaints department has an accurate record of all complaints, which can be accessed easily if required.Ensuring complainants are kept up to date with progress of their complaint at regular intervals, in line with regulatory requirements, with a high focus on resolving complaints during the initial early resolution stage.Motivating, coaching and supporting team members to provide the best possible service to our clients on a daily basis.Ensuring that relevant controls are adhered to within the department on a daily basis and provide sign-off of key processes as required.Ensuring that complex or escalated queries are resolved as quickly as possible by engaging stakeholders across TA as required.Working with management to identify coaching and training needs within the team and ensure those needs are addressed through structured training or 121 coaching as required.Represent the department at relevant meetings, forums, client visits as required.Skills/ Qualifications:The successful candidate will benefit from having:Strong Interpersonal Skills (relationship building, respect, inclusion, problem solving and understanding)Experience in a team leader role, either complaint handling in financial services or a consumer-focused business would be beneficial.Experience in a quality monitoring and/or trend analysis capacity beneficial.Leadership (direction, idea generation, knowledge sharing and team recognition)Exceptional Customer FocusEffective Communication SkillsAbility to work on own initiative and to set deadlinesThinking (decision making, idea generation, analytical mind set and a problem solver)Working with Us:As a Northern Trust partner, greater achievements await. 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! Join a workplace with a greater purpose.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. #MadeForGreaterReasonable accommodationNorthern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at .We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.Apply today and talk to us about your flexible working requirements and together we can achieve greater.
