TRANSFORMATION CONSULTANT

Investor Experience, Quality & Continuous Improvement | Limerick | Hybrid

ROLE PURPOSE Drive structured, measurable change that improves operational performance, efficiency and the investor experience, using data, emerging tools and technology to turn opportunities into sustainable outcomes.

Working Model

Hybrid. We have a balanced hybrid working model to provide flexibility, with the successful candidate spending time between the office and working from home.

Role / Department

The Transformation Consultant will be a key member of the Investor Experience, Quality & Continuous Improvement team. The role will add structure, discipline and momentum to change across Investor Services, taking opportunities from initial insight through assessment, prioritisation, delivery and benefits realisation.

Working across operational teams and enabling functions, the Consultant will translate business challenges into well-defined change initiatives, establish clear ownership and governance, and use data, emerging tools and approved technology to enhance performance, efficiency, control and experience.

This is an opportunity for a practical transformation professional who combines strong change delivery capability with curiosity, sound judgement and a focus on measurable impact.

Key Responsibilities

Change Intake, Governance & Prioritisation

• Co-own and strengthen the Central Change Channel as the structured route for capturing, assessing, prioritising and progressing Investor Services change opportunities.
• Define clear problem statements, scope, desired outcomes, owners, dependencies, risks, resource needs and success measures before initiatives progress.
• Maintain a transparent change portfolio and delivery cadence, enabling informed prioritisation against business strategy, client impact, operational risk, capacity and expected benefit.
• Prepare and facilitate governance forums, clearly communicating decisions, actions, risks, dependencies and escalations.

Transformation Delivery & Benefits Realisation

• Lead selected change initiatives from opportunity identification through implementation, operational readiness, adoption and post-implementation review.
• Translate operational pain points, quality insights, complaints, escalations, failures and partner feedback into practical improvement actions.
• Apply appropriate root-cause analysis, process mapping and continuous improvement techniques to address underlying issues rather than symptoms.
• Establish outcome-based measures for each initiative, tracking timeliness, adoption and realised impact on efficiency, quality, risk, client or partner experience.
• Ensure changes are embedded through clear ownership, procedures, controls, training, communications and handover into business-as-usual operations.

Data, Technology & Innovation

• Identify and assess opportunities to use approved emerging tools, automation, self-service, AI and platform capabilities to reduce manual effort and improve performance and experience.
• Partner with Technology, Data, Privacy, Risk and operational stakeholders to shape viable solutions and progress required approvals.
• Use operational, quality and knowledge data to identify trends, target interventions and support evidence-based decision-making.
• Promote responsible adoption by ensuring technology-enabled change is designed with appropriate controls, privacy safeguards, user readiness and measurable value.
• Support experimentation and piloting within agreed governance, capturing learning and scaling solutions where benefits are demonstrated.

Operational Performance, Quality & Risk

• Use insights from Quality Assurance, Quality Control, sampling, service levels and operational performance to identify and deliver improvement opportunities.
• Challenge existing processes constructively, simplifying activity, removing non-value-added work and strengthening end-to-end accountability.
• Embed a risk-management mindset throughout change delivery, including impact assessment, control design, testing, implementation readiness and issue escalation.
• Maintain and improve relevant procedures, checklists and governance artefacts to support consistency, compliance and sustainable execution.

Stakeholder Engagement & Change Adoption

• Build trusted relationships across Investor Services and cross-functional teams, influencing progress without reliance on direct reporting lines.
• Create clear, concise updates for senior stakeholders that explain the problem, proposed action, delivery status, decisions required and measurable impact.
• Act as an advocate for enablement and a champion of change, helping teams understand the purpose of change and their role in successful adoption.
• Share tools, methods and learning that strengthen change capability and encourage teams to identify and act on improvement opportunities.

Success Measures

Success in the role will be evidenced through a balanced set of delivery and outcome measures, including:

• Quality and clarity of opportunities entering the change process.
• Throughput, timeliness and predictability of initiatives progressed through the Central Change Channel.
• Measurable benefits realised across efficiency, productivity, quality, risk, client experience and partner experience.
• Adoption and sustainable embedding of new processes, tools and technology.
• Transparency of reporting, decision-making, ownership, risk and dependencies.
• Stakeholder confidence in the structure, pace and impact of change delivery.

Skills / Qualifications

The successful candidate will benefit from having:

• Proven experience delivering change, transformation, continuous improvement or operational excellence within financial services or another regulated environment.
• Demonstrated ability to move initiatives from insight and problem definition through delivery, adoption and benefits realisation.
• Practical knowledge of change governance, project delivery, process improvement, root-cause analysis and risk management techniques.
• Strong analytical capability, with the ability to interpret operational and quality data and translate insight into focused action.
• Experience assessing or implementing workflow, automation, self-service, AI or other technology-enabled improvements.
• An understanding of responsible technology adoption, including privacy, control, risk and operational-readiness considerations.
• Excellent stakeholder management, facilitation and communication skills, including the ability to influence across functions and levels.
• Strong organisation and prioritisation skills, with the ability to manage multiple initiatives and maintain delivery discipline.
• A results-oriented, curious and pragmatic approach, with the confidence to challenge constructively and the judgement to escalate appropriately.
• Experience in Investor Services, Transfer Agency, fund administration, quality or client servicing is an advantage.

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 embolden 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.

Role Profile at a Glance

Primary mandate

Turn strategic and operational opportunities into structured, measurable and sustainable change.

Core delivery channel

Central Change Channel and associated change governance.

Key outcomes

Improved performance, efficiency, quality, control and experience.

Ways of working

Data-led, cross-functional, risk-aware, technology-enabled and accountable.

Candidate profile

A hands-on transformation professional who can create structure and deliver impact.