Employee Services Consultant

5 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 180659

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

**Purpose**

***:
**Accountabilities****:

- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
- Assesses and interprets the level of complexity of employee inquiries, providing coaching (e.g. low complexity ER issues), answering directly or escalating to appropriate parties for resolution
- Acts in an advisory role by providing end-user support for those interacting with HR systems, resolving issues and promoting/guiding employees in the usage of self-service functionalities where possible
- Ensures positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps
- Ensures proper usage of knowledge management and case management systems to effectively respond to, document and monitor inquiries
- Seeks opportunities to improve departmental processes and customer service by identifying service deficiencies, and recommending solutions to HR Experience Managers and Senior Manager, GHR Services Operations.
- Common responsibilities begin when employees initiate contact with Employee Services and ends when inquiry is resolved or case is created for another group to action
- Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
- Actively 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
- Champions 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

**Requirements**:

- Post-secondary degree in Human Resources or pursuing education in related field
- Knowledge of HR transactions
- Prior experience in a service center or call center environment
- Deep understanding of Bank policies and procedures
- Strong knowledge of organizational structure and complexity
- Exceptional written and verbal communication skills
- Strong relationship management and interpersonal skills
- Sound judgment and problem-solving skills
- Attentive to details and deadlines
- Proven teamwork capabilities
- Flexibility and ability to adapt to changing work environments
- Ability to maintain confidentiality

Please note that this is a contract position

Location(s): Canada : Ontario : Toronto

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.

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