Head of WM Client and Partner Support

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Summary The Head of Client & Partner Support leads a large functional organization dedicated to delivering high-touch, personalized service to Wealth Management clients and partners. This role oversees centralized teams providing virtual support, consultation, and operational excellence, ensuring seamless integration across internal support hubs. The leader drives strategic initiatives to enhance client and partner satisfaction, leverages technology for productivity, and maintains the highest standards of compliance, risk management, and service quality.

Leadership & Strategy Design, implement, and continuously improve the operating model for Client & Partner Support, aligning with business and enterprise priorities. Lead multiple functional groups, including Contact Center, Partner Support, and Digital Consulting, fostering a culture of teamwork, accountability, and communication. Develop and execute strategic plans that unify and optimize support functions, driving synergies and best-in-class service delivery. Translate organizational strategy into actionable plans, ensuring alignment with long-term business objectives. Use feedback mechanisms (e.g., engagement surveys) to inform programming that supports satisfaction and retention. Service Excellence Oversee managers leading daily operations across for client servicing in our WM Contact Center, Partner Support and Digital Consulting teams Ensure timely, accurate, and empathetic resolution of complex client and partner inquiries, focusing on relationship-driven interactions over transactional volume. Define and uphold service standards, workflows, and escalation protocols tailored to high-net-worth clients and internal partners. Promote adoption of self-service and enterprise tools, advocating for enhancements that improve the client and partner experience. Operational Efficiency & Technology Implement standardized procedures to improve service delivery, reduce administrative burden, and embed risk controls and productivity metrics. Identify and drive process improvements and technology solutions that enhance operational efficiency and client satisfaction. Collaborate with internal teams (Contact Center, Middle Office, Back Office, Product Owners, Technology, Risk, Control, Compliance) for seamless coordination and issue resolution. Compliance & Risk Management Ensure all support activities adhere to regulatory requirements, internal policies, and risk management standards. Maintain robust controls and documentation. Serve as a senior escalation point for issues involving regulatory or reputational risk. Talent Development Recruit, train, and mentor a diverse team of professionals skilled in relationship management, problem-solving, and technology adoption. Foster a culture of inclusion, continuous improvement, and career development. Ensure accountability for performance management and staff development programs. KPIs & Success Metrics Achieve and maintain top client and partner satisfaction scores. Reduce average resolution time for complex inquiries. Zero compliance breaches or audit findings related to support activities. Complete integration and consolidation of identified internal functions