Position Summary:

The Head of Client Service Oversight & Governance for Northern Trust Asset Management, Global Institutional Client Group will lead the effort, as part of a recently created team, to actively manage and monitor client related risks ensuring compliance with regulatory requirements, internal policies and client agreements. This individual will lead the evolution of a team to ensure consistent review, oversight and governance of client related onboarding and ongoing servicing activities while providing ongoing training to the broader client facing team. This individual will display a balanced, cross-functional perspective, liaising with clients, client facing partners, and the broader servicing teams to ensure a reduction of risk to the clients and business while positively impacting the value-added client experience. This will include first line responsibilities arising from the implementation of NT RCE program

The successful candidate will be a collaborative partner with the ability to manage multiple projects with high visibility. This individual will have exceptional communication and problem-solving skills working in an entrepreneurial environment to build the function and team. The role requires a high degree of asset and investment management acumen, control function experience, as well as a sense of urgency and partnership to do what is best for the client while protecting the business.

Key Duties & Responsibilities:

• Buildout a robust client oversight and governance function that includes, but not limited to the following oversight responsibilities:
  • Oversee the coordination of the life cycle of on-boarding and off-boarding accounts: 1) operational set-up across various teams, 2) gathering legal and account setup documentation (as well as client updates), 3) document KYC requirements and compliance, 4) manage vendor and third-party relationships, and 5) establish an internal dashboard for periodic metric reporting relating to client accounts
• Operationalize Client Service:
  • Document new workflows across cross-functional teams to streamline account on-boarding and enhance existing processes
  • Leverage systems and tools to automate and streamline processes (where applicable)
  • Evolve operating model as appropriate as client needs evolve
  • Develop new tools where required for tracking client events, inquiries and servicing issues. Document, manage and escalate issues in a timely manner.
• Governance:
  • Partner across the organization to align First Line of Defense (1LOD) with broader oversight and compliance functions pursuant to achieving a One Northern goal.
  • Review and approve client onboardings, including review and approval for KYC responsibilities in scope
  • Act as a Program Manager for across client oversight and governance activities building out additional policies as needed and training client facing partners on them
  • Ensure business adherence to relevant regulatory requirements, internal policies, standards and procedures
• Data Management:
  • Align client oversight function with other parts of the business to ensure appropriate capturing and monitoring of client related data. Work cross-functionally to establish a single-source client database. Oversee the documentation and buildout of a client account database containing account information and establish a single source repository for documentation across databases / systems. Monitor for changes in circumstances post on-boarding.
• Leadership:
  • Manage a team of client oversight and governance managers including RCE
  • Act as a liaison across various teams and lead or advise relationship management teams as appropriate on client life cycles, ongoing servicing and complex client matters
  • Liaise with internal and external auditors, oversee client related business continuity plans, and resiliency development
  • Additional ad hoc assignments and projects (as needed)

Knowledge & Skills:

• Expertise in compliance regulations related to asset management

• Proven experience in building and overseeing asset management control functions

• Extensive understanding of client/vehicle/investment nuances in onboarding and ongoing servicing

• Strong consultative skills ranging from client communication, analytics, influencing, facilitation and consensus building

• Excellent project management skills to organize teams to complete functions in a timely, efficient manner

• Outstanding communication skills, both written and verbal, with demonstrated ability to develop materials and effectively present to and persuade executive audiences

• Ability to navigate the organization and influence internal partnerships to ensure excellence in servicing clients

• Knowledge of Northern Trust global business structure and various business segments.

• High degree of comfort dealing with ambiguity; comfort in a dynamic and fast paced work environment

Experience & Education:

• 10 years+ of relevant experience; Asset Management industry experience and product knowledge required.  Financial Services experience required.   

• Bachelor’s degree; Master in Business Administration and/or CFA strongly preferred. 

Salary Range:

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.