Consultant, Transfer Agency

About the job

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.

Location

The position is based in Northern Trust’s offices in :

- Bangalore & Pune

Role

The department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements. The Client Services team endeavour is to continue enhance the TA experience for NT Clients and their investors, delivering differentiated service working in tandem with TA Operations. We are a “trusted advisor” for our clients and act on our behalf when liaising with the operational teams to resolve queries and implement service enhancements .

Reporting to the Client Services  Manager, India, the role will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client agreements in relation to Transfer Agency (‘TA’). The role requires active participation in Client service management, in building tactical solution to improve the activites in the team, provide management support, act as SME to juniors towards services aligned to:

- Exposure to the full TA function / service offer deliverable

- Engaging with multiple TA locations

- Servicing on a range of Product offerings

- Commitment to service excellence & client centric approach

- The TA Client Service team are a team of experienced professionals.

Principal Responsibilities

- Operates independently; demonstrates in-depth knowledge of business unit / function and the Clients assigned.

- Acts as subject area expert, reviews & quality checks work performed by India partners.

- Provides comprehensive, in-depth consulting to team at a high technical level.

- Day to day delivery of the TA Services towards the Clients assigned.

- Deliver against PMO responsibilities within Client Take On process.

- Responsibility for vetting all incident reports prior to release to Relationship Manager’s/Clients and ensuring all items are added to the daily client incident log

- To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met

- Deliver ‘Priority Client Discussions’ within agreed timetable determined by the CSM Team and Manager.

- Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service.

- Escalate items to functional team leaders, Manager, India Client Service Manager, India Sr Consultant Lead, Client Service Delivery Managers or Relationship Manager as appropriate.

- Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate

- Works in conjunction with the Sr Consultant/ Sr Consultant Lead in India Client Service team to support the smooth functioning and MIS reporting to the India Client Service Manager

- Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.

- Provide technical expertise for the development of new TA Products and develop Service Level Definition’s with clients assigned for the take on of these new products and services

- Champion key projects for your client/s.

- Perform testing of client specific reporting.

- Work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and ensure all targets and deadlines are met.

- Participates / leads client due diligence visits

- Manages timely and accurate completion by Client Services Support partners of workload allocated including tasks processed through Northern Trust’s workflow process

- Foster & promote commitment to a strong risk management culture in TA.

- Manages response to, and assists with, the more complex problems and critical issues as escalated from within the Client Service Support team in India, as well as those received from other Northern Trust partners (including primarily the Northern Trust Client Services Department in home locations).

- Maintains an up to date knowledge of Client Service good practice and uses this knowledge to promote enhancements to Northern Trust’s Client Services processes and procedures.

- Performs additional work where volume or absence requires such workload to be completed.

Accountabilities

- The successful candidate is required to comply, and ensure direct and indirect reports comply, with the global regulatory regime in which Northern Trust operates as appropriate to the above role.

- The successful candidate is expected to exercise due care and diligence, and ensure that the responsibilities of the role are organised and controlled within the ambit of regulation, compliance and risk management.

- The successful candidate is required to observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of such duties

RELATIONSHIPS INTERNAL KEY STAKEHOLDERS

- Partners in India Client Service Support team

- Home Locations Client Services and ISC team

- Upstream & downstream teams

- Peers and Support functions

- India Middle & Senior level Management

Skills / Experience

- Prior experience in a client-focused role gained in the financial services or banking industry is an advantage (Desirable)

- Operational experience in a Transfer Agency role (Desirable)

- Candidate to have minimum 8 - 10 industry years of experience in related industry (Accounting / Financial services/ Capital markets, Transfer Agency, Fund Accounting etc).

- Ability to manage work independantly and on own initiative (Essential)

- For internal candidates (within Northern Trust) – 24 Months as a Technical Coordinator /Associate Consultant to move as a Consultant.  Movement within TL and Consultant Level will be 12 months.

- Graduation in Commerce. Additional certification in Client management preferred

- Demonstrate a good understanding of Fund Admin / TA lifecycle (Highly Desirable)

- Strong organisational, planning and communication skills (Essential)

- Effective verbal reasoning and numeric skills required (Essential)

- Effective risk management (Essential)

- Flexible approach to work (Essential)

- Ability to review and resolve complex issues in a timely manner (Essential)

- Ability to work under pressure meeting challenging deadlines (Essential)

- General knowledge of Microsoft Office applications relating to designated areas of responsibility. (Highly Desirable)

- Strong analytical skills including ability to prepare reports / MIs / Client presentations to support management take objective & fruitful decisions (Highly Desirable).

- Track record of building and maintaining strong client relationships (Highly Desirable)

CORE COMPETENCIES

- Interpersonal (relationship builder, respectful, resolves problems, people friendly and organisational savvy)

- Communication (presentation skills, listening skills, oral communication skills, and written communication skills)

- Self-management (adaptability and resilience,  learning behaviour, integrity and ethics and relationship builder)

- Motivation (performance standards, achieving results and persistent)

- Thinking (creative thinking decision making, input seeking ,logical thinking and solution finding)

- Organisational Knowledge (business knowledge, expert knowledge and external events impact)

- Client Service and Quality (quality, relationship building and client satisfaction)

- Administration (Anticipates needs,  execution, planning, process specialist, quality seeker and time management)

- Accuracy and attention to detail.

- Can work under pressure and unsupervised.

- Ability to stay focused/tenacious.

Situational Leadership (Addresses difficult issues, builds effective teams focused on goals, champions new initiatives, fosters development, gives timely feedback and coaching, Idea generator)

Eligibility - internal Partners