Northern Trust is a global Financial Services firm with 18,000 employees in 23 countries. Northern Trust launched HR shared services 20 years ago and operates under a captive model with three regional centers in Arizona, Ireland and India. To provide exceptional service, you must look beyond the numbers. Brenda Sural, Senior Vice President, Chief HR Operating Officer, Northern Trust, presents on several areas that can make the difference between producing necessary service to being a truly valued, effective service to the organization.