Client Service Manager, Institutional Trust

This role will report to Manager of Client Service Management, Southeast Asia

Responsibilities:

Independently manage and oversee daily service operations for assigned custody clients, ensuring a high standard of accuracy, responsiveness, and professionalism in resolving client inquiries and issues.

Represent the voice of the client within the organization, ensuring their needs and expectations are understood are prioritized and service expectations consistently met.

Build and maintain strong, trust-based relationships with institutional clients in Southeast Asia, demonstrating an in-depth understanding of their business and servicing requirements.

Partner closely with Relationship Managers to understand client strategy, support business growth, and expand service offerings based on evolving client needs.

Work collaboratively with internal service teams, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners, facilitate implementation of solutions to client needs.

Documents services provided, specialized procedures, and on-going written communication with clients in managing daily activity.

Anticipates issues and opportunities before they arise; takes initiative to drive improvement and exceed client expectations.

Travel overseas where necessary to engage with clients in their home markets, where revenue/new business opportunities, and/or servicing requires

Develops an understanding of client profitability.

Develops understanding of client's business, objectives, goals, and market challenges to ensure they are compatible with the bank's market strategy.

Lead regular client service reviews, analyze service metrics, and ensure agreed service levels and KPIs are met or exceeded.

Builds effective working relationships internally and externally, and can influence outcomes without direct authority.

Required Skills:

Able to communicate clearly and professionally, both verbally and in writing, across all levels of client and internal stakeholders.

Leverage strong analytical and critical thinking skills to identify root causes of issues and deliver out-of-the-box, sustainable solutions.

Demonstrates a client-first mindset, actively listens to concerns, and shows a genuine interest in understanding and addressing client needs.

Maintains professionalism under pressure, manages conflict constructively, and responds to challenging situations with composure.

High level of accuracy and a strong eye for detail, especially in managing client queries, and reporting.

Takes full responsibility for delivering results and ensures issues are followed through to resolution.

Adept at delivering presentations and proposals that are compelling and tailored to client needs.

Target-driven and focused on achieving measurable results, with a strong commitment to exceeding client expectations.

Ability to work independently while remaining focused on customer-centric goals and business outcomes.

Experience :

5+ years of experience in custody, client servicing, or operations within a financial institution.

Solid understanding of custody operations, securities settlement, asset servicing, and market practices.

Strong awareness of the cultural nuances and business behaviours of clients in Southeast Asia, including expectations around communications, trust building and decision making process

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.