Senior Customer Service/Team Lead Custody Client Services
About the Role
The Custody Client Service team is responsible for serving over 650 clients and investment managers. As a Senior Customer Service/Team Lead, you will be based in Limerick and will play a key role in maintaining and developing client relationships internally and externally.
Responsibilities
1. Oversight of a team of client service representatives responsible for day-to-day servicing of our clients.
2. Point of consultation for clients.
3. Initiates frequent, proactive communication.
4. Leads/conducts service reviews.
5. Develops and maintains effective relationships with critical business partners, internal clients, and relevant third parties.
6. Tracks service and delivery results against project plans and SLD (Service Level Delivery).
7. Adheres to risk and control policies set forth by Northern Trust and regulated bodies.
8. Monitors service and delivery through client reviews, internal/external surveys, specific client feedback, consultant feedback, etc.
9. Provides appropriate escalation of service and delivery and other relevant issues/opportunities to the Client Service Manager.
10. Promotes the highest standards of integrity, accountability, and client service across GFS EMEA and the global GFS business.
11. Create and foster an inclusive environment where team members interact with trust, respect, and a shared sense of purpose and collective impact.
12. Sets clear goals, expectations, and provides regular updates to the team on objectives being achieved.
13. Supports and guides partner development through daily coaching and training opportunities.
Requirements
* Experience within Fund Services (preferably Custody)
* Previous leadership skills
* Technical knowledge of the securities industry, its products, and instruments
* Excellent interpersonal skills, including the ability to persuade and influence change/best practice
* Ability to communicate with partners and clients at all levels
* Ability to foster an inclusive environment within the team
* Ability to learn and share knowledge on client strategy, infrastructure, products
* Organisational skills with the ability to multitask and prioritise when needed
* Proven ability to drive service delivery, efficiency, effectiveness, and productivity
* Ability to identify and implement areas of improvement that will have a lasting effect on the department
* Affinity for building a team and coaching partners
* Skills: Senior Client Service custody Transfer Agency lead