Employee Services Consultant

Scotiabank; Puerto Bogotá; On-site; COP 42,000,000 - 54,000,000; Full time

Job summary

ScotiaGBS in Bogota, Colombia, is seeking an enthusiastic HR service specialist to respond to inquiries from employees, retirees, candidates, and vendors. You will provide accurate information via email, on demand, and telephony, following global SOPs and SLAs.

You will coach users, escalate when needed, and support HR systems usage, aiming for a positive, efficient customer experience while protecting confidential information.

Qualifications

• Fluent in English and Spanish with strong written and verbal skills.
• Customer-service oriented with ability to handle confidential information.
• Experience in service delivery or call centers is a plus.
• Strong relationship skills and ability to adapt to change.

Responsibilities

• Respond to HR service inquiries via email, on demand and telephony.
• Provide coaching and escalate complex issues for resolution.
• Advise end-users on HR systems usage and self-service features.
• Ensure timely, accurate responses and document interactions.
• Maintain knowledge and case management records for audits.
• Identify process improvements and advise managers.

Skills

Bilingual English/Spanish

Communication skills

Relationship management

Attention to detail

Time management

Teamwork

Confidentiality

Education

Undergraduate HR student

HR related graduate

Job description

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

Purpose

Responsible for responding to and providing support and coaching for HR service 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).

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• 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.
• 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 Managers and Senior Managers.
• 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 vision/values/business strategy and managing succession and development planning for the team.

Reporting Relationships

• Manager, Employee Services

Dimensions

• Manages support of HR Systems including Case Management Systems, Payroll, me@Scotiabank and others.
• Significant volume of transactions and inquiries.
• Services a global community and responds within SLAs timeframe.
• Ensures business continuity for accountabilities under purview, ensuring coverage 5 days/week in assigned schedules (EST).

Education / Experience

• Undergraduate student in HR related programs (last semesters); and/or Technical or Professional graduate in HR related programs.
• 1-2 years of prior experience in service delivery organizations, services centers or call center environments is a plus.
• English proficiency: 100% Bilingual.
• Exceptional written and verbal communication skills, in both Spanish and English. Flexibility and ability to adapt to changing work environments.
• Strong relationship management and interpersonal skills.
• Deep understanding of Bank policies and procedures.
• Attentive to details and deadlines, planning and organization skills required.
• Proven teamwork capabilities.
• Ability to maintain confidentiality.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.

Location(s): Colombia : Bogota : Bogota

Scotia GBS 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 strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, 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.