Employee Services Consultant (6-month contract)

Scotiabank; Toronto; On-site; CAD 42,000 - 52,000; Part time

Job summary

Scotiabank in Scarborough, Ontario, is seeking a detail-oriented HR Solutions Support professional for a 6-month contract. You will respond to inquiries from employees, dependents, retirees, candidates, and vendors, providing coaching and escalation as needed, following global SOPs and SLAs.

The role emphasizes customer focus, knowledge of HR policies, and the ability to interpret complex inquiries, resolve issues, promote self-service, and support HR systems.

Qualifications

• Post-secondary education in Human Resources or pursuing a related field.
• Knowledge of HR transactions and processes.
• Prior experience in a service centre or call centre environment.
• Strong understanding of Bank policies and procedures.
• Knowledge of complex organizational structures and business operations.
• Exceptional written and verbal communication skills.
• Strong relationship-building and interpersonal skills.
• Sound judgement and problem-solving capabilities.
• Strong attention to detail and ability to manage deadlines.
• Demonstrated teamwork and collaboration skills.

Responsibilities

• Respond to and provide support and coaching for HR Solutions inquiries from internal and external partners.
• Ensure timely and accurate answers following global Standard Operating Procedures (SOPs) and SLAs.
• Advise on end-user support for HR systems and promote self-service functionality.
• Assess complexity of inquiries and escalate as needed to resolve issues.
• Maintain positive client experiences by understanding requests and streamlining service delivery.
• Document inquiries and monitor progress using case management systems.
• Identify opportunities to improve HR processes and customer service.
• Manage inquiries from initial contact through to resolution or escalation.
• Understand and apply the Bank's risk appetite and risk culture in daily activities.

Education

Post-secondary education in Human Resources or pursuing a related field

Knowledge of HR transactions and processes

Experience in a service centre or call centre

Strong understanding of Bank policies

Knowledge of complex organizational structures and business operations

Exceptional written and verbal communication skills

Strong relationship-building and interpersonal skills

Sound judgement and problem-solving capabilities

Strong attention to detail and ability to manage deadlines

Demonstrated teamwork and collaboration skills

Job description

Requisition ID: 275538

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

6-month contract

Responsible for responding to and providing support and coaching for HR Solutions inquiries (Email, On Demand and Telephony) from internal and external partners (e.g. employees, dependents, retirees, candidates, vendors, and people managers, etc.) ensuring timely and accurate answers, either directly or through escalation. This role provides support to employees globally in line with global Standard Operating Procedures (including escalation), Desktop Procedures and Service Level Agreements (SLAs).

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

• Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Provide effective and efficient responses to inquiries from internal and external stakeholders, including employees, dependents, retirees, candidates, contingent workers, and third-party vendors regarding HR policies and procedures.
• Assess and interpret the complexity of employee inquiries, providing coaching on low-complexity employee relations matters, answering questions directly, or escalating issues to the appropriate parties for resolution.
• Act as an advisor by providing end-user support for HR systems, resolving issues, and promoting self-service functionality whenever possible.
• Ensure positive and consistent client experiences by understanding requests, streamlining service delivery, and identifying appropriate next steps.
• Utilize knowledge management and case management systems to effectively respond to, document, and monitor inquiries.
• Identify opportunities to improve departmental processes and customer service by recognizing service deficiencies and recommending solutions to HR Experience Managers and the Senior Manager, GHR Operations.
• Manage inquiries from initial contact through to resolution or escalation to the appropriate team for action.
• Understand and apply the Bank's risk appetite and risk culture in day-to-day activities and decision-making.
• Support effective and efficient operations while ensuring adherence to business controls, operational risk policies, regulatory compliance requirements, AML/ATF standards, and the Bank's Guidelines for Business Conduct.
• Contribute to a high-performance environment by supporting talent attraction, retention, development, inclusion, succession planning, and employee engagement initiatives.

Skills

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

• Post-secondary education in Human Resources or are pursuing a related field of study.
• Knowledge of HR transactions and processes.
• Prior experience in a service centre or call centre environment.
• Strong understanding of Bank policies and procedures.
• Knowledge of complex organizational structures and business operations.
• Exceptional written and verbal communication skills.
• Strong relationship-building and interpersonal skills.
• Sound judgment and problem-solving capabilities.
• Strong attention to detail and ability to manage deadlines.
• Demonstrated teamwork and collaboration skills.
• Flexibility and adaptability in a changing work environment.
• Ability to maintain confidentiality and handle sensitive information appropriately.

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.