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About the Role
The Service Delivery Lead partners with Client Servicing Consultants to manage strategic client relationships and oversee the delivery of NT’s performance, analytics, and private markets solutions for institutional and family office clients across the Middle East and Europe. This role ensures exceptional service delivery and the successful execution of complex, high-impact initiatives, acting as a trusted advisor and key point of coordination between clients and internal stakeholders.
Responsibilities
- Lead complex client initiatives across IPS product lines, coordinating delivery and managing stakeholder expectations.
- Develop a deep understanding of clients' investment structures, operating models, and reporting requirements.
- Partner with clients and internal stakeholders to deliver solutions that balance client needs with operational and risk considerations.
- Build strong relationships with senior client stakeholders and key internal partners.
- Coordinate responses to complex client requests, ensuring timely and effective resolution.
- Manage client expectations, requirements, risks, and deliverables driving proactive resolution of client challenges and continuous service improvements.
- Prepare and manage executive-level reporting and escalations.
- Coordinate cross-functional teams and subject matter experts to deliver client outcomes.
- Translate client requirements into actionable delivery plans and oversee implementation.
- Support contract renewals, fee discussions, and commercial reviews.
- Contribute to client retention and revenue growth objectives.
- Coordinate incident management, root cause analysis, and corrective action plans.
- Support Market Expansion initiatives for IPS’s respective product lines.
- Lead delivery of client change requests, strategic enhancements, and operational improvements, managing milestones, dependencies, and communications.
- Work with Relationship Managers and Implementations to manage tasks related to IPS activities connected to Legal, Product, and Operations teams.
- Ensure successful execution of client remediation and transformation initiatives where required.
Requirements
- Proven experience managing institutional investor relationships, including pension funds, asset managers, sovereign wealth funds, and family offices, within a service delivery environment.
- Knowledge of investment operations, performance and analytical measurement, portfolio, and risk analytics, reporting and front-office technology platforms.
- Demonstrated ability to manage incidents, escalations, and complex client issues to successful resolution.
- Excellent organisational skills, with the ability to manage multiple priorities and deliver against tight deadlines.
- Experience leading projects and delivering change initiatives across cross-functional teams.
- Strong communication and stakeholder management skills, with the ability to engage effectively with senior internal and external stakeholders.
- Applicants must have the right to work in the United Kingdom at the time of application and for the duration of employment.
- Northern Trust is unable to provide visa sponsorship for this role.
Skills
- Relationship management
- Project leadership
- Analytical expertise
- Investment performance
- Analytics
- Data management
- Private markets
- Communication
- Stakeholder management
Location
- United Kingdom
Work Type
- Full-time
Experience Level
- Senior
About the Company
- Northern Trust is a global leader in innovative wealth management, asset servicing, asset management and banking services.
- Founded in 1889, the company operates with guiding Principles That Endure: Service, Expertise, and Integrity.
- With over 135 years of financial experience and more than 24,000 partners, Northern Trust serves sophisticated clients using leading technology and exceptional service.
- Integrated Portfolio Solutions (IPS) provides technology, analytics, and operational expertise to manage the investment lifecycle across public and private markets.
- IPS serves foundations, endowments, pension funds, sovereign wealth funds, family offices, and asset managers.
- IPS delivers investment reporting, performance and risk analytics, data management, and operational support.
- Northern Trust offers a flexible and collaborative work culture with a strong history of financial strength and stability.
- Movement within the organization is encouraged, senior leaders are accessible, and the company is committed to an inclusive workplace and assisting communities.
- Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of its culture.
Equal Opportunity
- Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities.