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Service Quality Analyst, GHR Operations

3 months ago

Golden Horseshoe, Canada Scotiabank Full time
Title: Service Quality Analyst, GHR Operations (Contract 12 months)

Requisition ID: 201788

Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

What you'll be doing:

Contributes to the overall success of the Global HR Services Operations team by measuring and evaluating the quality of service provided by the team who are in direct contact with the Bank's employees in Canada. The role will be responsible for actively monitoring quality of service, identifying trends, areas of improvement and share findings with the Service Quality Leader and the broader GHRSO leadership team.

Is this role right for you? In this role you will:

  • Conduct reviews and provide managers with regular updates on the quality of service based on established service quality standards across all service channels and teams.
  • Contribute to the identification of trends, gaps, and opportunities through data analysis and make appropriate recommendations to management. Ensure appropriate corrective action is taken where service issues are identified, through follow-up reviews.
  • Share insights on achieving better quality, either through coaching, process training, or other methods.
  • Maintain up-to-date knowledge of business changes and system changes. Leverage tools and best practices to help GHRSO deliver excellence in performance and customer service.
  • Build and sustain effective relationships by working with teams and leaders. Provide feedback on findings to the team and manager for future opportunities to improve support.
  • Contribute to the creation and maintenance of scripts and communication standards across teams.
  • Support training of team members as part of ongoing Knowledge Management within the team.
  • Promote the culture of employee experience/Moments That Matter through GHRSO.
  • Lead and drive a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Create an environment in which the team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions, and conduct risk.
  • Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vision/values/business strategy; and managing succession and development planning for the team.
  • Champion a high-performance environment and contribute to an inclusive work environment.

Do you have the skills that will enable you to succeed? We'd love to work with you if you have:

  • Post-secondary degree in Business or Human Resources or pursuing education in a related field
  • Prior experience in a service operations center or call center environment
  • Knowledge of HR processes and systems
  • Deep understanding of Bank policies and procedures
  • Strong analytical skills
  • 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 initiatives
  • Strong project management, planning, and organizational skills
  • Lean/6 sigma – ability to use corresponding methodologies and tools when appropriate (strongly preferred)
  • Service design/Human-centered design training/exposure will be an asset

What's in it for you?

  • The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers
  • A rewarding career path with diverse opportunities for professional development
  • Internal training to support your growth and enhance your skills
  • An inclusive working environment that encourages creativity, curiosity, and celebrates success

This is a temporary, full-time role for 12 months.

Location(s): Canada: Ontario: Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: 'for every future,' we help our customers, their families, and their communities achieve success through a broad range of advice, products, and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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