Position Overview

Position Title: Client Service Manager, Investment Operations
Location: Melbourne, Australia
Company: Northern Trust
Department: Investment Operations Client Services

Job Description

Northern Trust is seeking a Client Service Manager in Investment Operations to act as the primary contact for clients and internally managed client relationships. This role is critical in understanding client needs and collaborating with internal teams to deliver exceptional service and operational efficiency. The Client Service Manager will also monitor regulatory requirements, resolve complex inquiries, and support continuous improvements in service delivery.

This position offers a chance to engage with one of the world’s leading financial institutions, recognized for innovation and dedicated client service.

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Key Responsibilities

As a Client Service Manager in Investment Operations, your responsibilities will include:

• Serving as the primary contact for clients, managing inquiries and resolving issues efficiently.
• Developing a deep technical knowledge of Northern Trust’s systems to enhance client servicing.
• Leading business and technology enhancement initiatives and supporting risk management.
• Conducting client satisfaction assessments and reporting on service metrics.
• Organizing and conducting Monthly Service Reviews, Due Diligence meetings, and other client discussions.
• Collaborating with Relationship Managers and Shared Service Managers to maintain service quality.
• Creating and executing a Client Service Team Operating & Action Plan to drive improvements.
• Monitoring service levels and overseeing adherence to Service Level Agreements (SLA).
• Communicating effectively with clients and escalating issues to senior management as needed.

About Northern Trust

Northern Trust, a Fortune 500 company, is a globally recognized financial institution with over 130 years of experience. We serve some of the world’s most sophisticated clients, guided by principles of service, integrity, and expertise. Our commitment to innovation and client success has made us a trusted partner to individuals, families, and institutions worldwide.

Ideal Candidate Profile

The ideal candidate will possess:

• Strong client relationship management skills.
• Experience in asset management, custody, or investment operations, with outsourcing knowledge preferred.
• Proficiency in Power BI, Alteryx, or similar systems.
• Excellent verbal and written communication skills to interact effectively with global teams and clients.
• Problem-solving skills and the ability to work independently and strategically.

Education & Preferred Qualifications

• Bachelor’s degree in Business, Finance, or a related field.
• Experience in client service or investment operations within financial services.
• Familiarity with data analysis and business intelligence tools (e.g., Power BI, Alteryx) is advantageous.

Why Choose Northern Trust?

At Northern Trust, you’ll join a collaborative and flexible work culture in an organization that values sustainability and community engagement. We support career growth and encourage internal movement, making Northern Trust a dynamic workplace for dedicated professionals.

Next Steps

If you are passionate about delivering excellent client service in investment operations, apply today to join Northern Trust. Visit our website for further information.

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