Transfer Agency, Investor Experience Manager, Limerick

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/ Department:
Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, fund service centre, settlements, distributions, commissions and statements.
Reporting to the Head of Investor Services, the Investor Experience Manager will be responsible for developing and implementing strategies, tools and processes that enhance the overall Investor Experience. Through a combination of strategic collaboration and networking, the role of the Investor Experience Manager is to align strategic priorities and implement initiatives that optimise every touchpoint in the Investor journey.
This is an excellent opportunity for an experienced professional to join a dynamic team who are committed to providing excellent client service to our network of clients.
The key responsibilities of the role include:
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Deliver targeted servicing strategies and principles that support the overall Investor experience. This includes a comprehensive foundation of how investors engage with the Investor Services team, how support is provided and how the success is measured.

• Manage change initiatives, including new business, for the Investor Services department ensuring that the delivery of change is coherent and Investor journey focused.
• Through cross functional collaboration and self-paced analysis of the key performance indicators, identify and implement process improvements to enhance the investor experience.
• Contribute towards the product, design and execution of multi-channel Investor journeys (traditional and digital) that address customers’ support needs, based on a clear understanding of the context and complexity of a problem.
• Leverage the available software to unlock the tools and resources required for an effective investor experience management.
• Support the Investor Services department by playing a key role in the strategic priority execution as well as the ongoing development and performance of the centre of excellence team.
• Influence and contribute to the wider organisation’s understanding of Investor Servicing principles and opportunities.
• Represent the Investor Services team in cross functional forms, both internally and externally.

Skills/ Qualifications:

The successful candidate will benefit from having:

• Strong strategic perspective to create and deliver strategic customer experience solutions.
• Demonstrated leadership experience in the development and implementation of customer experience programs, such as Net Promoter Score, Chat, IVR (Interactive voice response), digital adoption and knowledge management.
• Experience of leading agile delivery of complex system developments with multiple stakeholders.
• Strong analytical skills and experience using enterprise solutions to deploy best practice CRM tools.
• Strong results orientation and performance management success.
• Experience of managing non-reporting cross functional teams to deliver projects and programmes.
• Financial services / regulated environment experience would be an advantage.

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

Please refer the Job description for details