Senior Account Manager, Global Family Office (2 roles) - Northern Trust in London

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 Overview: The Global Family Office (GFO) Senior Account Manager (SAM) serves as the primary day-to-day point of contact for family members, family offices, and their appointed representatives. The role carries a holistic view of all services delivered to allocated clients, which may vary in size, product mix, and complexity. The SAM partners closely with the Relationship Manager to ensure consistency, quality, and continuity of service across all products and geographies, while acting as the central coordinator internally.

Key Responsibilities

• Build and maintain trusted client relationships through proactive engagement, clear communication, and consistent service delivery.
• Provide clients with a cohesive view of how products integrate and clarify the roles and responsibilities of various internal teams to simplify the overall client experience.
• Act as the central client touchpoint for explaining and supporting Northern Trust products, platforms, and technology.
• Provide an escalation channel for client issues or queries, partnering with internal teams and management to coordinate timely resolution, education, and training where required.
• Monitor, manage, and resolve daily activity across transaction processing, asset servicing, account or system setup, reporting accuracy and delivery, and other agreed operational processes for assigned client relationships.
• Collaborate with relationship managers, sales teams, and product partners to identify service enhancements and potential business opportunities.
• Prepare for client meetings and annual reviews by collating service metrics, operational updates, and key discussion points.
• Support, mentor, and provide guidance to junior account managers as required.
• Communicate changes relating to technology, products, regulatory developments, or operating models, ensuring clients receive appropriate explanation and formal acknowledgement where necessary.
• Create, maintain, and update documented procedures for assigned client relationships, ensuring adherence to internal documentation standards and execution requirements.

Skills and Knowledge

• Experience: Minimum of five years' experience in comparable roles within financial services firms. Proven experience supporting institutional fund structures utilising Depositary and associated services, ideally within Luxembourg or comparable regulated jurisdictions.
• Education: University degree or equivalent professional qualification, or evidence of ongoing professional development demonstrating commitment to continuous learning.

Core Competencies

• Strong written and verbal communication skills, with the ability to tailor messaging and explain complex concepts clearly and concisely to diverse stakeholders.
• Highly self-motivated, with a strong sense of ownership and high standards for service delivery and personal development.
• Proficient in MS Office and banking platforms, with the ability to manipulate data to support accurate analysis and client communication.
• Solid understanding of custody products, asset classes, and wealth management solutions.
• Excellent organisational and time-management skills, with the ability to coordinate across multiple teams, locations, and time zones.
• Proactive problem-solver, able to anticipate issues, escalate effectively where required, and drive solutions through to completion while managing stakeholder communication.
• Resilient and accountable, taking ownership of issues and demonstrating persistence in achieving outcomes.
• Strong attention to detail, with a consistent focus on accuracy and adherence to firm policies and procedures.

Travel: Occasional travel may be required, including international travel for client meetings.

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.

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.