Northern Trust
Client Servicing Manager
Northern Trust, Tempe, Arizona, us, 85285
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.
Wealth Management Contact Center - Client Servicing Manager
The Wealth Management Contact Center is responsible for assisting Northern Trust clients over the phone with their banking needs and providing technical expertise to users of Northern Trust's Private, Wealth and Treasury Passport online platforms. The contact center is open from 7:00am - 9:00pm central time Monday through Friday and 7:00am - 3:30pm on weekends. Over 125,000 phone calls are received on an annual basis.
The Wealth Management Client Servicing Manager provides key operational support to the Wealth Management Contact Center in the following areas:
Operational ExcellenceContinually assess staffing capacity to ensure sufficient coverage during all hours of operation and address gaps & vacancies with urgencyMonitor calls in queues & individual schedule adherence, assembling resources to meet team's client servicing key performance targets and eliminate coverage gaps.Design, implement and execute business resiliency strategies to minimize recession of statistical performance during unexpected disruptionsIdentify and take ownership of opportunities to improve the team's performance, update reference documents, implement new procedures, and identify potential use cases for emerging contact center technologies or tasks capable of automation or self-serviceAct on constructive feedback provided by clients and internal partnersComplete reporting tasks by appropriate deadlinesProvide key leadership support to Tempe operating center initiatives and foster strong connectivity between staff members located in Tempe and ChicagoIntegrate seamlessly with other departments within Northern Trust to strengthen relationships and institute large scale changeAmplify efforts to develop a broader contact center community across Northern TrustStaff Management
Build culture of accountability for individual performance and achievement of team goalsConduct monthly meetings with each direct report, providing effective coaching and feedback to address areas of improvement and discussing career development opportunitiesAction daily recommendations provided by quality analysts to swiftly address performance issues adversely impacting team operationsComplete all aspects of annual review cycle by established deadlines and participate in compensation planning activitiesIdentify rising talent and promote personal growth by empowering staff through continuous engagement, effective delegation, and cultivating opportunities for further career developmentMaintain the strong reputation of team through encouragement of effective communications, professionalism, positive morale and engagementConsistently recognize achievements and instances of partners going above and beyond to meet the needs of our clientsExperience Required:
At least 5 years of experience managing all operations within a phone-based contact center
Hybrid
We have a balanced hybrid working model to ensure you get the flexibility you need, and the successful candidate will spend their time between working 3 days in the office and 2 days working from home.
2190 E. Elliot Rd., Tempe, AZ 85284
#LI-LG1
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.
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.
Wealth Management Contact Center - Client Servicing Manager
The Wealth Management Contact Center is responsible for assisting Northern Trust clients over the phone with their banking needs and providing technical expertise to users of Northern Trust's Private, Wealth and Treasury Passport online platforms. The contact center is open from 7:00am - 9:00pm central time Monday through Friday and 7:00am - 3:30pm on weekends. Over 125,000 phone calls are received on an annual basis.
The Wealth Management Client Servicing Manager provides key operational support to the Wealth Management Contact Center in the following areas:
Operational ExcellenceContinually assess staffing capacity to ensure sufficient coverage during all hours of operation and address gaps & vacancies with urgencyMonitor calls in queues & individual schedule adherence, assembling resources to meet team's client servicing key performance targets and eliminate coverage gaps.Design, implement and execute business resiliency strategies to minimize recession of statistical performance during unexpected disruptionsIdentify and take ownership of opportunities to improve the team's performance, update reference documents, implement new procedures, and identify potential use cases for emerging contact center technologies or tasks capable of automation or self-serviceAct on constructive feedback provided by clients and internal partnersComplete reporting tasks by appropriate deadlinesProvide key leadership support to Tempe operating center initiatives and foster strong connectivity between staff members located in Tempe and ChicagoIntegrate seamlessly with other departments within Northern Trust to strengthen relationships and institute large scale changeAmplify efforts to develop a broader contact center community across Northern TrustStaff Management
Build culture of accountability for individual performance and achievement of team goalsConduct monthly meetings with each direct report, providing effective coaching and feedback to address areas of improvement and discussing career development opportunitiesAction daily recommendations provided by quality analysts to swiftly address performance issues adversely impacting team operationsComplete all aspects of annual review cycle by established deadlines and participate in compensation planning activitiesIdentify rising talent and promote personal growth by empowering staff through continuous engagement, effective delegation, and cultivating opportunities for further career developmentMaintain the strong reputation of team through encouragement of effective communications, professionalism, positive morale and engagementConsistently recognize achievements and instances of partners going above and beyond to meet the needs of our clientsExperience Required:
At least 5 years of experience managing all operations within a phone-based contact center
Hybrid
We have a balanced hybrid working model to ensure you get the flexibility you need, and the successful candidate will spend their time between working 3 days in the office and 2 days working from home.
2190 E. Elliot Rd., Tempe, AZ 85284
#LI-LG1
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.