Specialist, Business Process Management – Front Office Solutions

Business Systems/Process
87952 Requisition #

Specialist, Business Process Management – Front Office Solutions


About Northern Trust: Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Working with Us: As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

• Gender Equality Index Member, Bloomberg

• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine

We’d love to learn more about how your interests and experience could be a fit with one of America’s best banks and most sustainable companies! Build your career with us and apply today.


Front Office Solutions is a new strategic business for Northern Trust, which provides a holistic digital+ service offering for some of the most sophisticated institutional investors across the globe, including foundations, endowments, pension funds, corporations, insurance companies, central banks and sovereign wealth funds. As asset owners engage in more complex, data-driven investment approaches to asset allocation, their operational needs and demands for high quality data have skyrocketed. Front Office Solutions provides a holistic, full-service, multi-asset solution that aims to empower in-house investment teams and support their important mission by providing a more comprehensive set of operational services and analytics including portfolio management, investment decision support, operational risk management, CRM / document management and workflow tools.


As Front Office Solutions continues to grow and attract complex asset owners with complex requirements, Process Management, Standardization and Improvement capabilities will be integral to supporting all facets of the Business-as-usual (BAU) processes in a FinTech environment. Similarly, project management and reporting capabilities will be essential to managing the full spectrum of client relationship management and governance.

The Business Process Management (BPM) function is responsible for an end-to-end process design and analysis with an understanding of technical and operating challenges and solutions as they relate to the current and future business environment. The BPM role creates process change by integrating new processes with existing ones and communicating these changes. This will include continued assessment and monitoring of process, controls, measurement, and relationships internally and with clients. The team is responsible for program/project management and client change as well as business consultancy and business analysis, brought about by strategic direction, client’s changes, industry regulations and/or operational efficiency directives.

Finally, the Business Process Management team will support the Head of Client Solutions in leading and facilitating any and all special initiatives such as operational build, process improvement, risk management, and training. The Practice Lead, Head of Client Solutions is responsible for delivering the Front Office Solutions’ products and services to FOS clients in an evolving FinTech environment. The Practice Lead and the supporting BPM team will need to continuously manage, evaluate, and innovate in order to anticipate future requirements for existing and prospective clients.


Onboarding of new clients

• Manage Client and Project - Point of contact for Client through entire onboarding process into BAU

• Dedicated and focused management of all communications and workflow during onboarding cycle ensuring seamless and smooth transition of the client from sales to onboarding to BAU

• Identification, analysis, fulfillment and tracking of client needs

• Develop and implement best practices, standard work, templates and checklists for onboarding process

• Project reporting to Governance Committee

Client Relationship Management for existing clients

• Ongoing support and problem solving for complex clients

• Standardize client support through standardized documentation and practices across all client service teams

• Coordinate, lead and monitor client meetings including distribution of meeting notes and action items

• Support the maintenance of contractual documentation

• Support the Client Solutions teams with the fee management process for each client

Client Governance and Oversight

• Develop client relationship monitoring dashboard including identifying and implementing KPIs to gauge client servicing effectiveness

• Support client governance programs such as the Voice of Client (VOC) initiative and the FOS Client Advisory Group program

• Support development, use and interpretation of Data Analytics for each client relationship

Client Solutions Team support

• Ensure controls and procedures are followed and tracked in order to support the risk management assessment process and ongoing due diligence reviews

• Facilitate key strategic initiatives

• Support Learning and Development team by providing guidance, interpreting requirements, validating materials and test training efficacy

• Support Client Solutions teams in identifying and documenting gaps in client relationships where additional training, service or focused analytics are necessary

Product & Services Delivery

• Support Client Solutions and BPM Team in guiding servicing and promoting best practices with respect to client servicing deliverables

• Facilitate client communications related to product enhancements and requirements

• Support project coordination and tracking of development channels and integration of enhancements as FOS migrates from Parilux to the Web App


• Seasoned expert with extensive technical and business knowledge and functional expertise that has been developed over a minimum of 15 years and / or equivalent experience.

• Self-starter – Performs independently with limited supervision and coaching. Manages the work of team, peers, stakeholders on multiple projects.

• Coordinates with teams across Front Office Solutions and clients to improve service quality and operating excellence.

• Ability to lead project teams of 2-8 partners.

• Ability to own, lead and deliver multiple issues / initiatives across multiple areas to improve the service delivery, efficiency and relationships.

• Proactively recommends and champions value added efforts to improve overall service quality and promote employee engagement.

• Exceptional influencing skills. Excellent written and oral communication skills.

• Must be a strategic thinker, an effective communicator and facilitator with strong analytical and presentation skills.

• Results oriented, takes initiative to identify areas to add value and executes quickly and effectively.

• Highly flexible and adaptable to change.

• Attention to detail and works with a sense of urgency.

• Knowledge and demonstrated experience with continuous improvement methodologies such as Lean and Six Sigma as well as Project Management methodologies such as Agile, Scrum, Waterfall.

• Experience identifying key performance indicators, creating dashboards and developing project metrics.

• Advanced knowledge of Microsoft Suite (Excel, Word, PowerPoint).

• Experience with Data Analytics tools such as Power BI, and information management tools such as SharePoint, Microsoft Teams.

• Experience with collaboration tools such as Miro, Microsoft Whiteboards.

• Ability to apply operational business practices and coordinate with other closely related areas to improve efficiency.

• Basic understanding of institutional investment industry, including markets and investment instruments.

• Basic understanding of the alternative investment class and performance measurement.

• Basic understanding of investment operational processes, including transactional impacts, cash movements, and accruals.

• Basic understanding of fund accounting / reporting methods, including IBOR, ABOR, and TrueNAV to support complete and accurate data capture.

• Knowledge of performance measurement concepts. Understanding of performance benchmarks and their use.


• A minimum of 10 years of relevant / applicable experience, of which at least seven years is on executing complex process improvement initiatives, preferably in financial services.

• Project management certification such as PMP, CAPM, CSP is required.

• Lean Six Sigma certification such as Six Sigma Black Belt or Lean Expert or demonstrated experience using methodologies and tools.

• Demonstrated experience leading teams on complex initiatives.

• Solid experience with the full range of communication skills – written and oral.

• B.A. or B.S. degree. Master’s degree is required.

• A genuine desire and capability to work in a fast-paced, professional, inclusive environment which requires teamwork, well-honed problem-solving skills, frequent re-prioritization, deadline management, ongoing and comprehensive communication, constant attention to detail, and a commitment to continuous improvement and best practices.

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Reasonable Accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), 1800-425-0333 (India), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

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