Hr General Services

Description:

As a Human Resource Services Analyst at Northern Trust, you will assist in the administration of various Human Resource programs, services, and processes supporting a region. This role will interact with all levels of employees to answer HR questions and resolve issues while complying with company and legal policies.

Job responsibilities will vary and, the Analyst will 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:

1. 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). Utilizes 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.
2. 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.
3. 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.
4. Processes HR Services requests such as organization changes, compensation changes, employment verifications, other data updates, etc.
5. Performs HR operational processes such as onboarding, offboarding, etc.
6. 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.
7. 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.
• 2 to 3 years in a call center 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.