Senior Analyst, HR Specialised 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 HR Specialised Services Senior Analyst at Northern Trust, you are the first point of contact for employee and manager queries. We 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.

This role will interact with all levels of employees to answer HR questions and resolve issues while complying with company and legal policies.  The role covers operations across 10 countries in the region covering a combination of activities that include, but are not limited to:

• HR Call Centre & Case Management Activity

• Flexible Working Applications

• Benefit Administration 

• Background Screening including Recurring & Regulatory Checks

• Time & Labour Compliance

• Leave Administration

• Official Title Promotions

• Regulatory Role administration

• RFP & Reporting

• Updating and maintaining partners data throughout their lifecycle where required

• Job responsibilities will vary and, the Senior Analyst must be able to demonstrate prioritization of multiple assignments and can easily be rotated or reassigned in order to balance the workload within the team.

The key responsibilities of the role include:

• Responds to questions and counsels employees and managers on HR policies and processes, HR systems (Workday), 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. Utilizes good judgment to resolve more complex or non-routine matters on their own and within corporate guidelines / standards.  Will also be able to 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.

• 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 leave requests, Time & Labour issues & other data updates, etc. including complex & non-routine requests.

• Performs HR operational processes such as onboarding, offboarding, background checks, leave administration, 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). 

• 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.

• Senior Analysts will have strong technical skills in multiple areas of expertise and a broader knowledge of HR areas that the HR Services team supports.

• Senior Analysts will act as a training resource for other HR Service Analysts. 

• Senior Analysts will participate in User Acceptance testing of new systems or features of existing systems.

Skills/ Qualifications:

The successful candidate will benefit from having

• 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 to this role.

• Demonstrated ability