TA Head of ISC and CSM

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 Overview

The Head of Client and Investor Services Team is responsible for the strategic leadership, operational excellence, and continuous development of the Client Service Management (CSM) and Investor Services Centre (ISC) teams within the Transfer Agency. This role ensures the delivery of outstanding client and investor experiences, drives innovation and efficiency, and upholds regulatory and governance standards in line with Luxembourg requirements.

Key Responsibilities

Strategic Leadership & Governance

• Define and execute the strategic vision for client and investor services, aligned with the organization’s global operating model and local regulatory requirements.
• Lead the implementation of new operating models and ensure successful adoption by teams and clients.
• Oversee governance for offshored activities, ensuring compliance with Luxembourg regulations and internal guidelines.
• Develop and maintain operational resilience and regulatory compliance frameworks.

Client & Investor Service Excellence

• Serve as the ultimate escalation point for complex client and investor issues, ensuring timely and effective resolution.
• Foster a culture of service excellence, ensuring all communications and deliverables meet or exceed quality standards.
• Oversee the preparation and delivery of KPIs, MI, service review packs, and board reports for clients and management.
• Support and drive the execution of AML optimization plans, client/investor onboarding, and adoption of digital solutions.

Team Leadership & Talent Development

• Lead, motivate, and develop CSM and ISC teams, promoting collaboration, accountability, and continuous improvement.
• Ensure robust succession planning, talent retention, and ongoing professional development, including DE&I initiatives.
• Set clear objectives, provide regular feedback, and conduct performance reviews for direct reports.

Operational Management

• Oversee daily operations, ensuring all client and investor queries are handled efficiently and within agreed service levels.
• Ensure all processes, controls, and procedures are documented, adhered to, and regularly reviewed for improvement.
• Manage resources and team capacity, adapting to business needs and growth.

Stakeholder Engagement

• Act as the primary contact for key internal and external stakeholders, including clients, investors, relationship managers, and regulatory bodies.
• Represent the department at client meetings, industry forums, and internal committees.
• Support sales and business development activities, including RFPs, due diligence, and client pitches.

Key Objectives & Metrics

• Achieve high client satisfaction and loyalty scores.
• Deliver on business growth targets (new clients, organic fee growth, additional business).
• Ensure zero audit/LFR failures and minimize account servicing losses.
• Drive productivity improvements and efficiency gains (e.g. offshoring or process automation)
• Meet talent development and diversity goals (engagement, retention, DE&I metrics).

Skills & Experience

• Extensive experience in client and investor servicing within Transfer Agency or financial services.
• Proven leadership in managing multi-disciplinary teams and complex operations.
• Strong knowledge of Luxembourg regulatory environment and global operating models.
• Excellent communication, stakeholder management, and problem-solving skills.
• Fluency in English; additional languages (French, German, Spanish, Italian) are an advantage.
• Proficiency in workflow tools (e.g., Dynamics, MFGI, Omni), MS Office, and reporting/analytics.

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.

About Our Luxembourg Office

In 2024, the Northern Trust Luxembourg office celebrated their 20th anniversary, an important chapter in their history. Having opened in 2004 to support one client, they have since grown their client base substantially and increased their headcount significantly, which now stands at over 400.

From modern fully equipped meeting rooms to a vast canteen with a view over a vegetable garden, maintained by our team all year round, and a rooftop where beehives have been installed, this space is truly a source of pride for our team. Learn more.