Requisition ID: 232612
We are committed to investing in our employees and helping you continue your career at ScotiaGBS
Purpose
Responsible for providing oversight and guidance to the Employee Services teams ensuring adequate resourcing, quality control, adherence to standard and scripted Employee Services support, driving self-service assistance across all HR processes and managing SLAs. This role is responsible for facilitating escalation and issue resolution globally.
Accountabilities
- Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
- Leads Employee Services teams to drive effective and efficient responses to inquiries from employees, dependents, retirees, candidates and vendors regarding HR policies and procedures
- Oversees quality standards for the Employee Services teams and ensures established policies, processes, and guidelines are adhered to and meet business needs as required
- Anticipates and assesses team performance and trends to align appropriately with Service Level Agreements (SLA’s); partners with Managers, Employee Services to monitor and manage staff ratios to ensure customer’s needs are being met and service levels are in accordance with standards
- Ensures Managers, Employee Services have the training and tools to meet and exceed employee service expectations
- Actively seeks opportunities to improve departmental effectiveness by identifying deficiencies, and partners with Managers, Employee Services, Director of Operations, Business HR Partners, and COEs to develop solutions with a focus on transferring learnings and opportunities across the department
- Assists Employee Services representatives in assessing the level of complexity of employee inquiries and determining when to escalate for resolution; facilitate escalation and/or resolve issues as required
- Acts as a subject matter expert on Employee Services, representing the team on corporate projects and initiatives, providing perspective on how to enhance the employee experience and propose improvements to systems and processes
- Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
- Creates an environment in which his/her team pursues effective and efficient operations within his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct
- Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team
Reporting Relationships
- Primary Manager: Director, HR Services Operations
- Direct Reports: Manager, Employee Services
Dimensions
- Processes org. & position management changes/requests
- Operates independently day-to-day
- Services a global community and responds within SLAs timeframe
- Ensures business continuity for accountabilities under purview, ensuring coverage 5 days/week in assigned schedule
Education
- Post-Secondary Degree in Human Resources or Business or pursing education in related field
- Relevant experience in resolving customer service requests
- Knowledge of employee data administration and end-to-end processes
- Knowledge of HR transactions
- Deep understanding and knowledge of Bank policies and procedures
- Strong knowledge of organizational structure and complexity
- Proven teamwork capabilities; strong relationship[ management and interpersonal skills
- Attentive to details and deadlines; ability to manage multiple priorities
- Experience with transaction processing and data management
- Experience in conflict / issue resolution
- Advanced level of English
Location(s): Colombia : Bogota : Bogota
Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.
At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.
