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.
Job Summary
This role provides guidance and coaching to partners and managers on HR policies and programs and is responsible for administering various Human Resource programs, services, and processes supporting a region. You will interact with all levels of employees to answer HR questions and resolve issues while complying with company and legal policies.
Key Responsibilities:
* Responds to questions and counsels employees and managers on HR policies and processes, HR systems, employee data, and assists with data updates.
* 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.
* Utilizes good judgment to resolve more complex or non-routine matters on their own and within corporate guidelines / standards.
* 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.
* Is proactive with 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 organization changes, compensation changes, employment verifications, leave requests, other data updates, etc. including complex & non-routine requests (senior analyst).
* 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).
* 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.
Skill Requirements:
* A College or University degree and/or relevant work experience in human resources is preferred.
* Several years in a call centre preferred.
* Demonstrated ability to handle complex / non-routine inquiries.
* 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.
Work Environment:
We offer 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.