Job Description

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 / Department

The Client Service Delivery Manager is responsible for ensuring quality of overall service delivery for one or more allocated clients.

The role focuses on:

• Maintaining strong and proactive client relationships through both regular service governance forums and day-to-day interactions
• Coordinating internal resources to ensure timely and effective delivery of services
• Acting as the primary escalation point, ensuring client concerns are clearly articulated and driven through to resolution
• Safeguarding Northern Trust’s interest and reputation by proactively identifying and managing operational and client-related risks

Key Responsibilities

• Collaborate closely with operational and support teams to ensure service delivery aligns with client expectations and contractual commitments
• Plan, prepare and lead client governance meetings, including service review meetings, due diligence sessions and ad hoc discussions; ensure clear follow-up and tracking of actions
• Monitor and oversee performance against Service Level Agreements (SLAs), ensuring issues are identified, escalated and resolved in a timely manner
• Drive resolution of day-to-day client queries by coordinating effectively with Operational teams
• Partner with Relationship Managers and Client Service Managers to ensure transparent communication and timely escalation of issues internally and externally
• Support key fund lifecycle events, including launches, mergers and liquidations, in collaboration with Project Management teams
• Maintain a strong understanding of all product areas (Fund Accounting, Transfer Agency, Custody, Depositary, Corporate Secretariat) to enable effective oversight and coordination
• Oversee the production and delivery of monthly reporting, including review and validation of KPIs and client reporting packs
• Prepare for and participate in Board Meetings, including ownership of final review of board packs and follow-up of governance actions
• Lead and coordinate complex, cross-functional initiatives impacting multiple service areas or jurisdictions
• Promote a continuous improvement mindset by identifying opportunities to enhance efficiency, service quality and client experience
• Occasional business travel may be required

Skills / Qualifications

The successful candidate will:

• Demonstrate a high degree of flexibility and adaptability in a dynamic environment
• Bring proven experience in a similar role supporting traditional and private markets clients, with exposure across key service lines
• Possess a strong knowledge of Luxembourg regulatory frameworks and fund structures, including private markets
• Be an excellent communicator with the ability to engage effectively with a wide range of stakeholders, including senior management, clients, ManCos, auditors and legal advisors
• Demonstrate strong stakeholder management and influencing skills across multiple levels of seniority
• Be fluent in written and spoken English; additional languages are an advantage

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.