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.
Role / Department
As a HR Specialised Services Senior 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 our HR Policies and Programs and are stewards of HR Data and processes. You will assist in the administration of various Human Resource programs, services, and processes supporting the EMEA region.
Key Responsibilities
Respond to questions and counsel employees and managers on HR policies and processes, HR systems (Workday), employee data, and assist with data updates via multiple channels (e‑mail, phone, case management system).
Utilise knowledge base, call tracking systems and/or third‑party resources to educate customers of the HR Services available to them and encourage self‑service tools such as the HR Portal.
Resolve more complex or non‑routine matters on your own within corporate guidelines and standards, and determine when critical matters need escalation.
Act as a positive, professional, customer‑oriented representative of the company and serve as a role model to other team members.
Provide continuous status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area team(s) to ensure case resolution.
Recommend process improvements to management and provide feedback.
Process HR Services requests such as leave requests, Time & Labour issues, and other data updates, including complex & non‑routine requests.
Perform HR operational processes such as onboarding, off‑boarding, background checks, and leave administration.
Ensure high‑quality standards for all activities, initiatives and tasks within the designated functional area(s).
Adhere to all service level agreements (SLAs).
Appropriately document case details and relevant information in the case management system.
Maintain up‑to‑date functional documentation for HR processes.
Act as a training resource for other HR Service Analysts.
Participate in User Acceptance testing of new systems or features of existing systems.
Skills & Qualifications
A college or university degree and/or relevant work experience in human resources is preferred.
Experience in a call centre environment may also be applicable.
Demonstrated ability to handle complex / non‑routine inquiries.
Excellent customer service and client‑relationship skills.
Ability to work under pressure.
High accuracy and attention to detail.
Excellent oral and written communication skills.
Ability to work as part of a team in a fast‑paced, dynamic and demanding environment.
Reasonable Accommodation
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need an accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.
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