Analyst, HR General Services

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 / Department

As a Human Resource Services Analyst at Northern Trust you are the first point of contact for employee and manager queries. You provide guidance and coaching to partners and managers on HR policies and programs and are stewards of HR data and processes. You assist in the administration of various human resource programs, services, and processes supporting a region. The role interacts with all levels of employees to answer HR questions and resolve issues while complying with company and legal policies. The role demonstrates prioritization of multiple assignments and can be rotated or reassigned to balance workload within the team.

Operations Covered

• HR Call Centre representation and HR case management
• Onboarding activities
• Job & compensation changes
• Employee lifecycle administration
• Offboarding processes
• Updating and maintaining partner data throughout their lifecycle

Key Responsibilities

• Responds to questions and counsels employees and managers on HR policies and processes, HR systems, employee data, and assists with data updates. Inquiries may come in via multiple channels (e.g., e-mail, phone, case management system).
• Utilises knowledge base, call tracking systems and/or third party resources to educate customers of the HR Services available to them.
• Encourages self service tools such as the HR Portal and other systems when appropriate.
• Utilises good judgment to resolve more complex or non routine matters on their own and within corporate guidelines / standards.
• Can differentiate when critical matters need to be escalated to appropriate subject matter experts.
• Demonstrates a positive, professional, customer and delivery orientated image of the company.
• Acts as a role model to other team members, including clients / customers who seek assistance from the HR services team.
• Proactive in providing continuous status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area team(s) to ensure case resolution.
• Provides feedback and recommends process improvements to management.
• Processes HR Services requests such as organisation changes, compensation changes, employment verifications, other data updates, etc.
• Performs HR operational processes such as onboarding, off boarding, etc.
• Ensures high quality standards for all activities, initiatives, and tasks within the designated functional area(s) of responsibility.
• Adheres to all service level agreements (SLAs) established by the HR functional area(s)/ team(s).
• Appropriately documents case details and relevant information in the case management system.
• Ensures all functional documentation is up to date and available for HR processes.

Skills / Qualifications

• A College or University degree and/or relevant work experience in human resources is preferred.
• Experience in a call centre preferred.
• Excellent customer service/client relationship skills.
• Demonstrated ability to work under pressure.
• Accuracy and high attention to detail.
• Excellent oral/written communication skills.
• The ability to work as part of a team in a fast paced, dynamic and demanding environment.

Accommodation Statement

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities.