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.

Based in London, the Head of Relationship Management and Client Service is responsible for managing a team of highly experienced Client Executives, Senior Relationship Managers and Client Service Delivery Managers that are accountable for the smooth and efficient running of day-to-day activities for over 60 asset management clients.

This team services some of the most complex and demanding clients in the bank taking multiple services covering front office to back office  (IOO, FA, TA, Custody, Depositary, Performance, Brokerage, Asset Management etc.) across multiple locations globally.

  

This role is also a member of the GFS UK Executive and GFS UK Risk Committee responsible for the management and compliance of the UK business in addition to participating in GFS International leadership forums.

The role reports to the Head of GFS UK, also based in London.

The key responsibilities of the role, which dovetails tightly with the key corporate objectives of Optimise Growth, Drive Productivity and Strengthen Resiliency are split into 5 components:

Client EngagementCore Service DeliveryCommercial focus e.g. cross selling & profitabilityRisk & ManagementMarket & Product  focus

Client Engagement

Management of the team via direct reports / leadership teamOperate within a structured client account planning frameworkPoint of escalation for client issuesSupporting the cross-sell process to meet sales targets.Supporting the Sales process for prospect clientsManaging contract extensionsSupporting the organisation of the various client events and thought leadership activitiesInforming Product development and innovationEnsures Client education through product and regulatory engagement / events.Managing Executive engagement across clientsLeading high profile client issues/projects - and participating in internal and external Steering GroupsManaging industry surveysEscalating operational themes and trendsEnsuring all clients are referenceable.Monitors and actively manages all opportunities and proactively reviews with management team.Works with RMs to identify opportunities and promotes an energised sale philosophy.Helps RMs and Sales to position and prepare for pitches.
 

Core Service Delivery

Lead the team in ensuring overall client satisfaction by facilitating efforts of service team, coordinating resources toEnsuring timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners, and ensures bank relationship plan is consistent.Management of the team via direct reports / leadership teamPoint of escalation for client issuesManaging contract extensions through the Relationship Managers on the teamSupporting the organisation with the various client events and thought leadership activitiesInforming Product development and innovationEnsures Client education through product and regulatory engagement / events.Managing Executive engagement across clients
 

Commercial Acumen

Developing the strategic plan for the function and managing the functions expenses.Managing client profitability, understands competitive environment, develops pricing strategies, and works with team to enhance profitability.Supporting the cross-sell process to meet sales targets.Supporting the Sales process for prospect clientsDelivering customized sales presentations to larger and more complex clients utilizing knowledge of institutional trust and investment products and services.Utilising knowledge of the bank's products and services to analyse clients’ needs and recommend new services or products that would enhance the clients' productivity or profitability.Lead the team in cross selling the bank's products and services to clients involving other partners when appropriate by understanding all aspects of a client's relationship with the bank.Maintaining on-going relationships with consultants making them aware of the bank's products and services.Keeping abreast of laws and regulations affecting the industry and maintaining knowledge of products and services.Promoting the bank and its products through industry conferences and periodicals as an attendee, speaker, or interviewee.

Risk & Management

Execution of the Asset Servicing business strategy.Responsible for internal and external communication e.g., Town Halls, JSGs and CAGsParticipates in strategic planning activities e.g., offsites - ensures effective follow up and deployment.Responsible for budget planning and monitoringParticipates in the monthly GFS UK P&L meeting.Evaluates and escalates urgent financial matters to the Head of GFS UKGFS UK business sponsor at the C&IS Fee Review Committee for new and existing client fees / pricing.Ensures client fee review process adherence.Fee billing – monthly meeting with Finance to review all aged accruals and debtors.Reviews and approves all relationship losses and manages client change budget.Ongoing review and management of client profitabilityActs as main contact / conduit for Finance on all revenue related matters etc.Tracks, monitors and escalates as appropriate all risk-related issues.Responsible for ongoing education and awareness of Risk related matters across the teamActs as business contact for Corporate / Business Unit Risk, Compliance, Audit, Control and CASS OfficeEnsures adherence to all corporate and local policies e.g., AML, KYC, SNBO, SRR, NBR, Data PrivacySupport client discussions / negotiations regarding material loss events or near missesWorking with heads of Operations and IT, ensures support infrastructure continues to meet client needs across all locations
 

Market & Product Focus

Provide thought leadership and client intel to support the development of our strategic vision for data within Asset Servicing.Display a balanced, cross-functional perspective, liaising with the business to improve efficiency, effectiveness and productivityEngage with the industry to understand about best practices, gain insightful product related and regulatory intelligence to support the team with meaningful client engagement and to inform internal product direction.Understand the competitive landscape in terms of product capability, scale, strategic direction etc.

The successful candidate will benefit from having:

Proven leadership in a management roleProvide experience as a thought leader to drive strategic changePrior experience working with heads of Operations and IT to ensure support infrastructure continues to meet client needs across all locationsExperience in financial client servicing, relationship management, sales and/or marketingExtensive knowledge of the funds business and fund structures including Middle Office Outsourcing, Fund Administration and Global Custody (onshore and offshore fund structures) usually acquired through related work experienceExtremely strong interpersonal skills to deal with ‘C’ Suite client representatives and Executive Management within NT.Previous exposure to and comfort with dealing with client managementHighly articulate with good communication skills. Good networking contacts and abilitiesIdeally have worked extensively with investment management outsourcing and fund administration clientsA good understanding of the current IT and Data landscape as it pertains to the services provided to enable meaningful discussion with clients and understanding of the clients strategy.Ability to present and motivate. Excellent project management skills

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. #MadeForGreater

Reasonable accommodation

Northern 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 MyHRHelp@ntrs.com.

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.