Logo of Huzzle

Home

Matches

Explore

Manage

Senior Analyst, HR Services

image

Northern Trust Corporation

18d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Limerick
    Remote
  • Quick Apply

AI generated summary

  • You should have a degree or HR experience, 2-3 years in a call center, strong communication, customer service skills, attention to detail, and the ability to thrive in a fast-paced team.
  • You will handle HR inquiries, process requests, ensure quality, document cases, provide updates, support self-service tools, train analysts, and assist in system testing and improvements.

Requirements

  • A College or University degree and/or relevant work experience in human resources is preferred.
  • 2 to 3 years in a call centre preferred.
  • Demonstrated ability to handle complex / non-routine inquiries (required for Senior Analyst)
  • 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.

Responsibilities

  • 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). 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 organization changes, compensation changes, employment verifications, leave requests, other data updates, etc. including complex & non-routine requests (senior analyst).
  • 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.

FAQs

What is the primary role of a Senior Analyst in HR Services at Northern Trust?

The primary role of a Senior Analyst in HR Services is to be the first point of contact for employee and manager queries, providing guidance and coaching on HR policies and programs, and assisting in the administration of various HR services and processes across multiple countries.

What qualifications are preferred for this position?

A College or University degree and/or relevant work experience in human resources is preferred, along with 2 to 3 years of experience in a call center.

What key responsibilities does a Senior Analyst have?

Key responsibilities include responding to HR inquiries, processing HR requests, performing operational tasks like onboarding and offboarding, maintaining high-quality standards, and documenting case details in the case management system.

How many years of experience in a call center is preferred for this role?

2 to 3 years of experience in a call center is preferred for this role.

What skills are important for a Senior Analyst in HR Services?

Important skills include excellent customer service and client relationship skills, the ability to handle complex inquiries, accuracy and attention to detail, and strong oral and written communication skills.

Does Northern Trust encourage internal movement within the organization?

Yes, Northern Trust encourages movement within the organization and offers a collaborative work culture.

How does Northern Trust accommodate individuals with disabilities?

Northern Trust is committed to providing reasonable accommodations to individuals with disabilities and encourages anyone needing assistance to contact their HR Service Center.

Will I have opportunities for training or progression in this role?

Yes, Senior Analysts act as a training resource for other HR Service Analysts and have opportunities for progression as they demonstrate their skills and expertise.

Are there opportunities for process improvement in this role?

Yes, Senior Analysts are encouraged to provide feedback and recommend process improvements to management as part of their responsibilities.

What technologies or systems may I work with in this role?

You will work with HR systems, call tracking systems, and various self-service tools such as the HR Portal, as well as participate in User Acceptance Testing for new systems or features.

image

Northern Trust Corporation

Dynamic careers. Brighter futures. Greater possibilities.

Finance
Industry
10,001+
Employees
1889
Founded Year

Mission & Purpose

Northern Trust is a leading global financial services company that offers a comprehensive range of asset servicing, investment management, and banking solutions to individuals and institutions. With a strong emphasis on client-focused services, Northern Trust aims to build enduring partnerships with their clients by providing tailored solutions and exceptional customer experiences. Their expertise in asset management, wealth management, and asset servicing enables them to deliver innovative and reliable financial solutions that help clients grow, preserve, and manage their wealth effectively. As a trusted financial partner, Northern Trust's purpose is to empower their clients to achieve their financial goals and navigate the complexities of the global financial markets with confidence and peace of mind.