Requisition ID: 214148

We are committed to investing in our employees and helping you continue your career at ScotiaGBS

Purpose

The Team Leader provides support to managers and Employee Services Consultants -all teams, Canada and IB-, in order to deliver accurate, effective and efficient responses to cases and transactions, through the available channels. The Team Leader ensures all activities conducted are compliant with technical foundations, governing regulations, internal policies and procedures. This role is also responsible for providing technical support to Managers and Administrators when escalated cases, on-demand and required trainings, relief management support, as required.

Accountabilities

• Provide day-to-day guidance to Employee Services Consultants on the proper usage of the knowledge management and case management systems to drive accurate, effective and efficient responses to inquiries from internal and external partners regarding cases and transactions received, from Canada, IB, APAC and UK&I.

• Drive a customer focused culture throughout the Employee Services Team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Partner with Employee Services Managers to promote an outstanding customer experience and quaity assurance in every closed case and transaction; oversees quality standards on Service Delivery (case resolution), manage complex inquiries or escalations.

• Suggest, participate and support change initiatives across the Employee Services Team; identify, analyze and support opportunities for improvement in the process and effectiveness of delivering project objectives and goals

• Contribute to the education and ongoing development of Employee Services Consultants by creating, delivering and maintaining training and communication materials across appropriate channels (e.g. team huddles, lunch and learn sessions, Scotialive posts, new-hire orientation training, etc.); guide teams to proper usage of knowledge & CM System

• Manage high-profile, sensitive or complex inquiries or escalations by: providing the Employee Services Consultants and Managers with the necessary support - enabling him/her to successfully respond, assuming ownership and managing the inquiry directly, or determining when further escalation is required for resolution

• Act 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

• Ensure professional, positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps

• Monitor trends in inquiries and/or issues -along with the Sr. Busines Analyst-, and share key insights with Senior Manager, Employee Services Management.

• Seek opportunities to improve processes and customer service by identifying service deficiencies, and consulting with Managers and Sr. Manager to develop solutions

• 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 Employee Services Management 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

• Champion 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

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Reporting Relationships

Dimensions

• 5-6 Employee Services Consultants
• Customers (HR Services users) in 30 Countries

Education / Experience / Other Information

• Bachelor’s Degree in human resources or Business or pursuing an education in a related field.
• Strong computer application skills: Microsoft Excel, Microsoft Word, Adobe Acrobat.
• Relevant experience in resolving customer service requests.
• Deep understanding and knowledge of HR and Employee Services policies and procedures and end-to-end processes.
• Deep understanding and knowledge of general 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.

#LI-Hybrid

Location(s): Colombia : Bogota : Bogota

ScotiaGBS 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. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, we value the unique skills and experiences each individual brings 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.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.