About Northern Trust
Northern Trust is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. We 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 over 130 years of financial experience and more than 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
Role/Department: EMEA HR Services Team Leader
The EMEA HR Services Team Leader is responsible for the performance of the regional HR General Services team, including instilling a culture of quality and service excellence in the team.
The team are the first point of contact for employee and manager queries, providing guidance and coaching to partners and managers on our HR Policies and Programs, and stewarding HR Data and processes.
The team supports the administration of various Human Resource programs, services, and processes supporting a region.
The EMEA Team are responsible for a number of HR operational and HR client service activities across 10 countries in the region, covering activities such as:
* Call Centre & Case Management
* Onboarding
* Offboarding
* Employee Movements
* Flexible Working
* Benefit Administration
* Background Screening
* Right to Work & Visa Monitoring
* Time & Labour Compliance
* Leave Administration
* Official Title Promotions
* Regulatory Role administration
* RFP & Reporting
Key Responsibilities
The key responsibilities of the role include:
* Providing direction and leadership to the team to foster an environment of teamwork, engagement, and development.
* Enabling the team to perform and create collaborative goals.
* Empowering the team to think creatively, develop their confidence, and foster a sense of ownership.
* Monitoring and managing workloads and case queues to ensure the effective execution of responsibilities across the team.
* Managing the team, including interviewing & selection, individual & team goal setting, performance evaluation, and coaching for professional and personal development, including creating development plans with team members.
* Working closely with the Global HR Services Leadership team, focusing on the service model objectives of putting the right work with the right team enabling the teams to work more efficiently.
* Working closely with the HR Solutions team and global HR Services Leadership team on idea creation, automation, driving consistency, and leveraging best practice across the three global regions.
* Ensuring high-quality standards for the work of the team in terms of timeliness, accuracy, and customer service.
* Monitoring and reporting to upper management performance of the team as measured against the service level agreements (SLAs) established for the HR Specialised Services team.
* Scheduling staff to ensure appropriate coverage for all team responsibilities.
* Proactively analyzing specific HR data to identify patterns or trends, and creating the case for any changes or enhancements to services.
* Working closely with the team and the Quality & Continuous Improvement team to identify and implement process improvements.
* Representing HR Services in a decision-making capacity in cross-functional meetings and/or projects.
* Performing day-to-day management of vendors to ensure Northern is receiving the agreed-upon services and ensuring escalations are handled appropriately.
Skills
The successful candidate will benefit from having:
* Solid management experience, preferably
* Knowledge of human resource programs
* HRIS application tools/system knowledge, e.g. Service Now, Workday
* Proficient in Microsoft Office Tools
* Excellent oral and written communication
* Customer service orientation
* Strong analytical and problem-solving skills
* Good business judgement