Employee Services Consultant

ScotiaGBS Colombia del grupo Scotiabank; Bogotá; On-site; COP 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Growth opportunities

Diverse, multicultural environment

Benefits for financial and emotional-w

Job summary

ScotiaGBS Colombia del grupo Scotiabank is seeking a Manager, Employee Services to manage HR service delivery for employees, dependents, retirees, and candidates. The role emphasizes handling high-quality responses, coaching on complex inquiries, and guiding users on HR self-service tools.

The position requires prior service-center experience, strong knowledge of bank policies, and advanced English. The environment is growth-focused, diverse, and dynamic with wellbeing benefits and competitive

Qualifications

• Undergraduate HR-related program or technical/professional HR graduate.
• Experience in a service center or call center environment.
• Deep understanding of bank policies and procedures.
• Exceptional written and verbal communication skills. English level advanced.
• Ability to adapt to changing work environments.

Responsibilities

• Provides effective responses to HR inquiries from employees, dependents, retirees, candidates, Contingent Workers, etc., regarding HR policies and procedures.
• Assesses complexity of inquiries and coaches or escalates as needed for resolution.
• Acts in advisory role by supporting HR systems users and promoting self-service usage.
• Strives for excellence in understanding requests, streamlining service delivery, and identifying next steps.
• Uses knowledge and case management systems to respond to, document, and monitor inquiries.

Skills

Communication skills

English proficiency

Customer service

Adaptability

Education

Undergraduate HR-related program

Technical/Professional HR graduate

Job description

At ScotiaGBS we want you to be part of a team that is always in personal and professional growth, for this reason we are looking for our new Manager, Employee Services.

What will you do?

• Provides effective and efficient responses to inquiries from internal and external, including employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. regarding HR policies and procedures.
• Assesses and interprets the level of complexity of employee inquiries, providing coaching (e.g. low complexity Performance & Advice 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.
• Ensure positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps.
• Ensure proper usage of knowledge management and case management systems to effectively respond to, document and monitor inquiries.

What do we offer you?

• Growth opportunities
• Diverse, dynamic and multicultural environment
• Benefits for your financial and emotional well-being
• competitive wages

What do you need?

• Undergraduate student in HR related programs (last semesters); and/or Technical or Professional graduate in HR related programs.
• Prior experience in a service center or call center environment.
• Deep understanding of Bank policies and procedures.
• Exceptional written and verbal communication skills. Flexibility and ability to adapt to changing work environments.
• English level advanced.