Tech Co, Transfer Agency (Quality)

Role Reporting to the Quality team Manager - Investor Service Centre (ISC), you will be responsible for monitoring the quality of query handling across all clients with a view to ensuring that queries are responded to within Service Level and the required standard.  You will also be required to research, resolve and respond to complaints as a complaint coordinator on behalf of TA. The department provides third party investor services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions and commissions. Principal Responsibilities Carry out quality reviews on both calls and email communications on behalf of the Investor Service Centre, measuring against agreed targets. Provide feedback to the ISC team leaders on your findings and overall quality results achieved. Prepare and distribute team Quality MI within agreed deadlines to ensure timely feedback to the ISC partners as part of the one to one process. Schedule and chair a monthly quality review meeting with the ISC management team. Provide coaching and support to ISC team members as required and in line with the quality function role. Provide support and training to new members of the team, following the new trainee flight path and ensure weekly feedback sessions are carried out. Identify trends in investor queries and proactively propose improvement opportunities to ISC Senior Management on how we can better service our investors. Build strong relationships with within the Investor Service Centre and partners across Transfer Agency. Build strong relationships with investor and clients we service as part of the Investor Service Centre. Attend Fund launches on behalf of the ISC and ensure any impacts are shared with ISC TA management. Act as a member of the TA complaints coordinator team, adhering to the complaints policy and complaints procedure guidelines. Engage contacts across Transfer Agency to support the resolution of complaints keeping ISC TL's & Manager informed where appropriate. Build strong relationships with the Client Service Teams ensuring they are kept up to date on any complaints received relating to their clients. Ensure all complaints are handled within the regulatory timelines. Complete a root cause analysis on complaints on a quarterly basis and provide the data to Senior Management. Maintain a thorough knowledge of all operational team procedures and processes, work with the operational teams to ensure all procedures are up to date and perform regular reviews to ensure any changes to procedures are reflected. Relationships Direct Reports N/A currently Internal key stakeholders Ireland Head of Investor Services UK Head of Investor Services Investor Service Centre Ireland/UK Head of Client Services - Ireland/UK Client Service Managers Relationship Managers Client Service Delivery Managers External key stakeholders External Clients External Investors Skills / Experience 2-3 years of experience performing quality analysis in a multi-client contact centre environment preferred Strong experience with Verint Call Recording and Monitoring systems and Avaya CMS. Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI. Must be proficient with Microsoft office products such as excel Ability to work on own initiative Excellent communication skills - (listening skills, oral communication skills, information sharing and written communication skills) Ability to multi-task Interpersonal (relationship building, respectful, problem solving and understanding) Motivation (closure and result seeking) Thinking (decision making, idea generation, inclusion and problem solving) Leadership (direction, idea generation, knowledge sharing and team recognition) About Northern Trust For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 16,500 employees globally. We serve the world's most-sophisticated clients - from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands. We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater. Northern Trust proudly cultivates a diverse workforce, to serve our diverse client base. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company. We encourage applications from the best regardless of ethnicity, gender, gender identity, age, nationality, disability, sexual orientation, education, socio-economic background, parental and caring status, or religion. As of June 30, 2017, Northern Trust Corporation had: $126 billion in banking assets $7.4 trillion in assets under custody $9.3 trillion in assets under custody/administration $1.0 trillion in assets under management