Client Service Manager, Institutional Trust

About the role

Northern Trust is looking for a highly motivated, client-focused Client Service Manager to lead service delivery and relationship management for top-tier custody clients across Southeast Asia. The role acts as the primary service advocate for its clients, ensuring high satisfaction and operational excellence. It reports to the Manager of Client Service Management, Southeast Asia.

Key responsibilities

• Independently manage daily service operations for assigned custody clients, ensuring accuracy, responsiveness and professionalism in resolving client inquiries and issues.
• Represent the client's voice within the organization so that their needs and expectations are understood and prioritized.
• Build and maintain strong, trust-based relationships with institutional clients in Southeast Asia, understanding their business and servicing requirements.
• Partner with Relationship Managers to support business growth and expand service offerings.
• Work with internal service teams to coordinate resources and resolve issues, and communicate client concerns to partners so solutions can be implemented.
• Document services provided, specialized procedures and ongoing written communication with clients.
• Anticipate issues and opportunities, take initiative to improve service and exceed client expectations.
• Travel overseas when needed to engage with clients in their home markets.
• Analyze service metrics, lead regular client service reviews and ensure agreed service levels and KPIs are met or exceeded.
• Develop an understanding of client profitability and of each client's business, objectives, goals and market challenges.

Required profile

• 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 communication, trust building and decision making.
• Ability to work independently and to influence outcomes without direct authority.

Required skills

• Clear verbal and written communication with clients and internal stakeholders.
• Analytical and critical thinking to identify root causes and deliver sustainable solutions.
• High accuracy and attention to detail in handling client queries and reporting.
• Professionalism under pressure, conflict management and presentation skills.