Manager, BPA

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

As a member of the GFS Transformation and Innovation team, the Manager BPA Production Support is responsible for overseeing the day-to-day BPA (Business Process Analysis) support of critical TA business applications. This role includes managing teams, driving service improvements, ensuring system reliability, and providing seamless operational support to the Transfer Agency business teams across APAC, EMEA and NA regions. The Manager BPA, Production Support in India acts as the point of escalation for any production issues, collaborates closely with IT teams, and liaises with business stakeholders to maintain high levels of satisfaction and service excellence. They will be responsible for streamlining current support mechanism, identifying process improvements, reducing query volume and enhance overall service delivery to business.

The BPA Production Support team serves as  a critical bridge between business operations and technology, providing day to day support for production issues and incidents that impacts the Global Funds Services (GFS) business. As the primary point of contact for our operations teams, this team plays an essential role in maintaining the continuity and reliability of technology systems and reducing day to day technology challenges and potential client impacts.

• Lead and manage the BPA production support team, including hiring, training, and performance management.
• Develop and maintain a high-performing, motivated team by implementing best practices, encouraging continuous learning, and providing opportunities for skill enhancement.
• Establish and communicate KPIs and scorecards for production support and ensure team adherence to performance standards.

Service Delivery and Incident Management:

• Oversee the resolution of production issues and incidents, ensuring minimal impact on business operations and ensure prompt root-cause identification.
• Act as an escalation point for critical production issues, working with cross-functional teams to provide timely and effective resolutions.
• Implement and oversee the incident management and communication strategy to ensure smooth issue resolution and regular updates to impacted stakeholders.

Operational Efficiency and Continuous Improvement:

• Design and implement strategies to improve production support processes, minimize service disruptions and enhance system reliability.
• Identify opportunities for automation and improvements in service delivery processes to reduce non BPA queries, repetitive issues, functional queries, manual interventions and operational impacts.
• Conduct regular reviews and post-incident analyses with technology to improve the overall stability and performance of applications.

Stakeholder Management and Communication:

• Serve as the primary point of contact for senior business leaders and stakeholders on all matters related to BPA production support for the applications used by TA business in Northern Trust globally.
• Communicate effectively with stakeholders about production issues, status updates, business impacts scheduled maintenance, and improvements, ensuring alignment with business priorities.
• Build and maintain strong relationships with business units and IT teams to facilitate quick resolutions and anticipate future needs.

Compliance, Risk Management, and Reporting:

• Ensure compliance with auditors, regulatory and operational standards as related to production support activities.
• Oversee the development and maintenance of documentation, including cheat sheets, issues logs, and user guides.
• Regularly report on production support performance, SLAs, and KPIs to senior leadership, providing insights and recommendations for improvement.

Strategic Planning and Development:

• Develop and implement a strategic roadmap for production support, aligned with the organization’s overall technology and business strategies.
• Collaborate with development, infrastructure, and technology teams to influence system enhancements that improve production stability.
• Stay updated on industry trends, technologies, and best practices in production support and apply them as appropriate.

• Proven experience in managing production support teams, setting service standards, and delivering consistent support services.
• Strong understanding of IT operations, incident management, and change management processes.
• Familiarity with TA applications, infrastructure support, and system monitoring tools.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work under pressure and manage crisis situations effectively.
• Strong Persuasion, Problem-solving skills and Analytical thinking.
• Experience in managing multiple projects simultaneously, handling complex relationships, reporting to senior management and/or steering committees

• Seasoned expert with an overall experience of 15 years and minimum 8 years of experience in IT /

TA production support.

• Seasoned expert with an overall experience of 15 years and minimum 8 -10 years of experience in IT / TA production support / Transfer Agency operations and minimum of 3 years of people management experience.

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. #MadeForGreater

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.