Manager BPA
Manager BPA
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Job Description
About Northern Trust:
Northern Trust a Fortune 500 company is a globally recognized awardwinning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to provide innovative financial services and guidance to the worlds 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 22000 partners we serve the worlds 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 daytoday 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.
MAJOR DUTIES
Team Leadership and Management:
- Lead and manage the BPA production support team including hiring training and performance management.
- Develop and maintain a highperforming 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 rootcause identification.
- Act as an escalation point for critical production issues working with crossfunctional 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 postincident 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 organizations 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.
KNOWLEDGE / SKILLS
- 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 Problemsolving skills and Analytical thinking.
- Experience in managing multiple projects simultaneously handling complex relationships reporting to senior management and/or steering committees
EXPERIENCE
- Seasoned expert with an overall experience of 15 years and minimum 8 years of experience in IT /
TA production support.
ELIGIBILITY FOR INTERNAL PARTNERS
- 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.
Wed love to learn more about how your interests and experience could be a fit with one of the worlds 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 .
We hope youre 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.
Required Experience:
Manager
Employment Type
Full-Time
