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Director, Service Center
Northern Trust
Tempe, AZ, United States
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Responsible for matrix management of multiple front, middle and back office units or functions within a regional service center and providing oversight, leadership and guidance to a fast growing team. Develops, implements, and communicates an overall strategy to meet both the location and the corporation’s strategic plans. Oversees, plans, and directs the activities for the site, ensuring that resources are available to accomplish business objectives. Proactively represents the organization in external community engagement and stakeholder management. Effectively collaborates across business units and functions, utilizing direct ownership and influence, to drive a shared vision of success and business outcomes.
Major Duties
1. Responsible for the management of the site, including potential facility expansion that supports a wide breadth of business units and functions within Northern Trust. Works closely with business unit management and workforce planning to effectively utilize and evolve the site in a manner that continues to meet business needs.
2. Attracting, hiring, developing and retaining the talent required to meet the needs of the business. Ensuring that a robust strategy for acquiring talent locally is executed with the ability to evolve to meet changing requirements.
3. Serve as Northern Trust’s senior local representative, interacting with state and local officials, universities, key influencers and stakeholders. Collaborate on external communications with Regional President in Wealth Management to ensure cohesive messaging.
4. Support and continue to pursue state incentive plans that offer financial benefit to Northern Trust as we continue to build locally.
5. Develops, implements, and communicates an overall strategy to meet both the corporation’s and the service center’s strategic objectives. Directs the activities of the service center towards accomplishing those objectives. Leads local efforts in support of corporate initiatives, including diversity and inclusion, employee engagement, culture and change management.
6. Works closely with business partners to understand and identify the needs for specific services and capabilities and develops and promotes the site’s capabilities to meet those needs.
7. Manages multiple units or functions within the service center through the management of regional functional managers in coordination with the functional strategic objectives.
8. Oversees, plans, and directs the activities for the units, ensuring that the business objectives are being met.
9. Ensures that all corporate policies and procedures are administered consistently.
10. Oversees the financial and staff resources, including developing and managing capital and expense budgets, and ensuring that resources are available to accomplish the objectives set for the site.
11. Directs the reviews of units or functions within the regional site to meet or exceed financial expectations for the site and recommends improvements to increase efficiency, effectiveness and service quality.
12. Accountable for the performance/performance of the site compared to the plan.
13. Accountable for the business continuity plan for the site.
Experience Required
15 or more years of financial industry experience across a range of disciplines is required.
Candidate should have a demonstrated successful track record, with increasing responsibility and managerial responsibilities.
MBA or other advanced degree a strong plus.
Deep business acumen and general management skills are critical to this role.
Extensive knowledge of Northern Trust’s businesses is also essential.
Knowledge of business strategy development is necessary to provide long-term planning and to manage the profitability and performance of the service center.
Strong leadership and organizational skills are required, including the ability to effectively influence strategy and decision making across multiple levels of the organization and diverse business groups.
Excellent oral and written communication skills are required.
Highly flexible and adaptable to change, including the ability to effectively manage cross-functionally.