Manager, Client Service Delivery

Manager, Client Service Delivery

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

DUTIES & RESPONSIBILITIES
1. Identifies, troubleshoots, and resolves operational or service issues affecting client service delivery and digital product servicing.
2. Coordinates team resources and priorities to ensure timely, accurate, and efficient completion of deliverables aligned to service expectations.
3. Oversees completion of assigned processes or programs in accordance with procedures, service standards, and client requirements.
4. Provides leadership, direction, coaching, and performance feedback to team members to support effective service delivery execution.
5. Works with stakeholders and internal teams to address operational needs and improve workflow efficiency and service outcomes.
6. Monitors workflow, quality, and client experience metrics to enhance team effectiveness and contribution to business goals.
7. Oversees adherence to agreements and established service standards, identifying and addressing gaps to maintain consistent client service delivery performance.
8. Coordinates issue resolution across teams for client-impacting incidents, ensuring timely communication, root cause identification, and implementation of corrective actions.
9. Reviews team outputs, service activities, and deliverables to ensure accuracy, completeness, and alignment with client requirements, operational controls, and quality expectations.
10. Supports the implementation of process improvements, automation opportunities, or workflow enhancements that increase efficiency, reduce risk, and improve overall client service delivery outcomes.
11. Performs all duties according to established policies, procedures and regulatory requirements.

KNOWLEDGE/SKILLS
• Expanded conceptual knowledge of the function, including operational processes, client servicing activities, procedures, and team workflows.
• Ability to supervise staff, assign work, manage day-to-day operational priorities, and provide coaching and guidance.
• Skill in identifying and resolving routine technical, servicing, and operational issues using sound judgment.
• Ability to coordinate with closely related teams to improve efficiency, support client service delivery, and achieve departmental objectives.
• Strong communication, organizational, interpersonal, and client service skills.

EDUCATION/ EXPERIENCE
Bachelor’s/University degree required. Typically 3+ years of relevant experience required; prior experience providing day-to-day work direction, coordinating team activities, or supervising staff is preferred.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Experience Level

Senior Level