Position SummaryThe Head of Client & Partner Support leads a large functional organization dedicated to delivering high-touch, personalized service to Wealth Management clients and partners. This role oversees centralized teams providing virtual support, consultation, and operational excellence, ensuring seamless integration across internal support hubs. The leader drives strategic initiatives to enhance client and partner satisfaction, leverages technology for productivity, and maintains the highest standards of compliance, risk management, and service quality.
Key ResponsibilitiesLeadership & Strategy- Design, implement, and continuously improve the operating model for Client & Partner Support, aligning with business and enterprise priorities.
- Lead multiple functional groups, including Contact Center, Partner Support, and Digital Consulting, fostering a culture of teamwork, accountability, and communication.
- Develop and execute strategic plans that unify and optimize support functions, driving synergies and best-in-class service delivery.
- Translate organizational strategy into actionable plans, ensuring alignment with long-term business objectives.
- Use feedback mechanisms (e.g., engagement surveys) to inform programming that supports satisfaction and retention.
Service Excellence- Oversee managers leading daily operations across for client servicing in our WM Contact Center, Partner Support and Digital Consulting teams
- Ensure timely, accurate, and empathetic resolution of complex client and partner inquiries, focusing on relationship-driven interactions over transactional volume.
- Define and uphold service standards, workflows, and escalation protocols tailored to high-net-worth clients and internal partners.
- Promote adoption of self-service and enterprise tools, advocating for enhancements that improve the client and partner experience.
Operational Efficiency & Technology- Implement standardized procedures to improve service delivery, reduce administrative burden, and embed risk controls and productivity metrics.
- Identify and drive process improvements and technology solutions that enhance operational efficiency and client satisfaction.
- Collaborate with internal teams (Contact Center, Middle Office, Back Office, Product Owners, Technology, Risk, Control, Compliance) for seamless coordination and issue resolution.
Compliance & Risk Management- Ensure all support activities adhere to regulatory requirements, internal policies, and risk management standards.
- Maintain robust controls and documentation.
- Serve as a senior escalation point for issues involving regulatory or reputational risk.
Talent Development- Recruit, train, and mentor a diverse team of professionals skilled in relationship management, problem-solving, and technology adoption.
- Foster a culture of inclusion, continuous improvement, and career development.
- Ensure accountability for performance management and staff development programs.
KPIs & Success Metrics- Achieve and maintain top client and partner satisfaction scores.
- Reduce average resolution time for complex inquiries.
- Zero compliance breaches or audit findings related to support activities.
- Complete integration and consolidation of identified internal functions within defined timelines.
- Maintain high employee engagement scores through leadership and development initiatives.
- Deliver measurable cost savings or productivity improvements through process optimization.
Required Skills & Competencies- Proven ability to build and lead high-performing, client-centric teams in a large-scale environment.
- Deep understanding of wealth management client and partner needs.
- Strong grasp of regulatory requirements and risk management in Wealth Management.
- Exceptional interpersonal, communication, and stakeholder management skills.
- Analytical and decision-making skills for resolving complex issues and driving strategic initiatives.
- Ability to influence and collaborate effectively across multiple business units.
- Technology acumen, including proficiency with CRM platforms, Microsoft Office Suite, Contact Center platforms, and enterprise collaboration tools.
Required Qualifications & Experience- Bachelor's degree required; advanced degree preferred.
- 10+ years in Wealth Management or Financial Services, with at least 10 years in leading large support functions.
- Demonstrated success in client service strategy and execution for high-net-worth individuals.
- Experience managing cross-functional teams, driving operational excellence, and leading integration efforts.
Salary Range:
$171,700 - 300,500 USD
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.
Work AuthorizationApplicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).
