Client Service and Delivery Manager, Global Fund Services

About the role

The Client Service and Delivery Manager (CDSM), Global Fund Services, serves as a senior point of contact for complex client relationships across Custody, Fund Accounting, Transfer Agency, and Middle Office Outsourcing. This role coordinates service delivery, issue resolution, reporting, and cross-functional project execution to ensure a consistent, high-quality client experience.

Major Duties And Responsibilities

• Serve as the senior client contact across applicable product disciplines, providing escalation support for client questions and service issues.
• Manage client service reviews and due diligence visits across Custody, Fund Accounting, Transfer Agency, and Middle Office Outsourcing.
• Monitor performance against Service Level Descriptions and ensure timely issue communication and escalation with Relationship Managers, internal partners, and clients.
• Lead project planning for key clients, ensuring internal and external stakeholders are aligned, informed, and accountable for deliverables.
• Review, approve, and ensure timely publication of monthly reporting to consultants and clients, including KPI calculations.
• Support Relationship Manager activities, including at-risk reporting, issue reporting, relationship plans, client survey administration, and oversight.
• Oversee complex, cross-disciplinary initiatives and partner across the business to improve efficiency, effectiveness, and productivity.

Qualifications And Experience

• College or University degree and/or general finance and portfolio management knowledge through proven work experience.
• Extensive experience in client servicing, investment management outsourcing, fund administration, management accounting, or operations.
• Technical knowledge of trust or asset management and accounting, usually gained through related work experience.
• Knowledge of fund structures, general finance, and portfolio management concepts.
• Strong negotiation, delegation, leadership, communication, and client servicing skills.
• Functional and industry knowledge with a high level of flexibility and adaptability.
• Commitment to service excellence and strong client relationship management.

Benefits

Northern Trust offers 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. The company also provides a discretionary bonus program that may include an equity component.