Associate Consultant, Human Resources Service Centre

Role/ Department: 

As a Human Resource Services Associate Consultant 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 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.  The role covers operations across 9 countries in the region covering a combination 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 Associate Consultant 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, 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.  

• 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, leave requests, other data updates, etc. including complex and non-routine requests.  

• Performs HR operational processes such as report generation, background checks, new hire onboarding, 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)/team(s).  Appropriately documents case details and relevant information in the case management system.  

• Participates in User Acceptance testing of new systems or features of existing systems. 

• Verifies that appropriate documentation is prepared and or completed for transactions, activities or ad hoc requests related to assigned responsibilities.  Verifies changes are in compliance with corporate policies and with current legislative requirements.  

• Performs research to achieve problem resolution on employee programs. 

• More technically sound in area of expertise and has broader knowledge of other areas  

• Delivers a work product that requires less revision and has the ability to measure and analyse others work 

• Serves as a key subject matter expert and mentor both Senior Analyst and Analyst level employees  

• Handles analysis of activities and more complex work, including new processes with a view to assist in implementation of programs 

Skills/ Qualifications: 

• A College or University degree and/or relevant work experience in human resources is 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. 

• High level of proficiency in MS Office, and ability to work across multiple systems 

• The ability to work as part of a team in a fast paced, dynamic and demanding environment.