The challenge
With a number of changes occurring to the way the company was doing business, Northern Trust were keen to take the opportunity to implement some strategic company-wide developmental training. In particular, the client relationship team wanted to build on skills in effectively communicating key business messages in a manner that gives clients confidence. By providing client facing staff with behavioural training to improve confidence, initiative, assertiveness and strategic thinking, it was hoped that staff would be better equipped to manage client expectations and deliver a first rate service.
The solution
Working closely with learning and development staff at Northern Trust, 7city created a course "Managing client expectations", with the desired result to give relationship managers the confidence to communicate positive messages to clients, even in difficult situations.
This one day course ran three times in the year, with over 20 relationship managers, account managers and consultants having attended. Using a series of practical exercises, discussions, role plays and case studies, 7city tutors have incorporated elements of Northern Trust's products, services and procedures to create a bespoke training solution that relates specifically to the task at hand.
With expert trainers, who all have in-depth knowledge of the financial industries, first-rate administrative capabilities and post-course support, we felt confident that our training programme would be delivered to the highest standard.
Company profile
Northern Trust is a global leader in delivering innovative investment management, asset and fund administration, fiduciary and banking solutions to corporations, institutions and affluent individuals. For nearly 120 years, they have evolved with the changing needs of our clients and our world.
As of 30 September 2010, Northern Trust Corporation had:
- $81 billion in banking assets
- $3.9 trillion in assets under custody
- $657 billion in assets under management