Direct Indexing Client Service Manager

at  Northern Trust Corp

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.
Role Summary:
The Client Service Manager works with Product Strategist and sales teams, as well as other cross functional internal teams, to deliver exceptional clients service for Direct Indexing clients of the firm. The Client Service Manager is the primary contact for our client accounts; their objective is to ensure a high level of client satisfaction and seamless experience.

Primary Duties and Responsibilities:

• Become the primary contact for assigned client accounts as well as oversee activity management for clients
• Facilitate client onboarding & training on our Direct Indexing technology Platform
• Become an expert on NTAM’S DI Client Advisor Portal and conduct demos for clients
• Respond to client transactions requests and queries (e.g., questions on cash, funding status, etc.)
• Manage and resolve client requests by liaising with internal teams (e.g., PMs, operations, technology) and effectively utilizing internal resources for information, paperwork, transition analyses, etc.
• Effectively utilize internal systems to respond to client requests - asset values, status updates, tax efficiency, account performance, etc.
• Lead and participate as needed on client conference calls and meetings; lead and participate in client onboarding events as requested
• Contribute to team projects and support other internal teams as needed/required on ad hoc projects
• Build guides to mitigate risk during instances of team member absences, and cross-train with peers to ensure coverage
• Build best practices and guides to develop repeatable processes for dealing with common client queries
• Manage additional client service team members as the team expands and train new team members

Necessary Qualifications and Experience:

• A minimum of 7-10 years proven experience working with financial services advisors / investment managers
• Knowledge of Direct Indexing and/or equity SMAs
• Knowledge of financial intermediaries including RIAs and Wealth Management firms
• Must maintain a strong working relationship with both internal and external clients
• Excellent communication skills - both internally/externally in written/oral/auditory essential
• Proficient with MS Office and the ability to learn additional internal / external software programs
• Resourcefulness, problem solving, and organization (ability to prioritize effectively) are a must for success
• Comfortable working in a fast-paced environment
• Ability to manage multiple tasks effectively
• Strong time management and organizational skills
• Bachelor’s degree required

Salary Range:
$137,400 - $188,900
Salary range is an estimate of base pay. Northern Trust provides a comprehensive benefits package, including retirement and pension plan contributions, health and welfare benefits, paid time off, parental and caregiver leave, life insurance, and other wellbeing benefits.
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

• Become the primary contact for assigned client accounts as well as oversee activity management for clients
• Facilitate client onboarding & training on our Direct Indexing technology Platform
• Become an expert on NTAM’S DI Client Advisor Portal and conduct demos for clients
• Respond to client transactions requests and queries (e.g., questions on cash, funding status, etc.)
• Manage and resolve client requests by liaising with internal teams (e.g., PMs, operations, technology) and effectively utilizing internal resources for information, paperwork, transition analyses, etc.
• Effectively utilize internal systems to respond to client requests - asset values, status updates, tax efficiency, account performance, etc.
• Lead and participate as needed on client conference calls and meetings; lead and participate in client onboarding events as requested
• Contribute to team projects and support other internal teams as needed/required on ad hoc projects
• Build guides to mitigate risk during instances of team member absences, and cross-train with peers to ensure coverage
• Build best practices and guides to develop repeatable processes for dealing with common client queries
• Manage additional client service team members as the team expands and train new team member