Employee Services Manager - Customer Experience Lead

Scotiabank; Bogotá ciudad; Presencial; COP 54 000 000 - 90 000 000; Tempo integral

Resumo da oferta

Scotiabank in Bogotá, Colombia, seeks an Employee Services Team Leader to manage inquiries from employees and related groups, ensuring timely, accurate guidance in HR policies and payroll processes. You will lead a team, drive performance, and align with global HR strategies and risk controls.

The role emphasizes people leadership, process optimization, and strong customer service within a regulated banking environment. Fluency in English is required and banking knowledge is a plus.

Qualificações

• Degree in Business or HR or pursuing related field.
• CHRP designation is considered an asset.
• Experience in a service center or call center environment.
• Knowledge of HR transactions, payroll, time & attendance.
• Deep understanding of 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 initiatives.
• People leadership skills including mentoring, training and day-to-day management of direct reports.
• Experience in managing staff and teams data management.
• Experience in conflict / issue resolution.
• English level advanced.

Responsabilidades

• Lead an Employee Services Team to respond to HR inquiries from employees, dependents, retirees, candidates and vendors.
• Ensure SLAs and service standards align with Global HR strategies and provide a strong employee experience.
• Coach and guide consultants in using knowledge and case management systems.
• Manage performance metrics and escalate issues as needed.
• Promote self-service adoption and advise employees on self-service features.
• Identify process improvements by analyzing inquiries trends and collaborating with senior leadership.

Conhecimentos

People leadership

Stakeholder management

English advanced

Client relationship

Coaching & mentoring

Decision making

Formação académica

Degree in Business/HR

CHRP asset

Ferramentas

Case management systems

Payroll systems

Descrição da oferta de emprego

Scotiabank in Bogotá, Colombia, seeks an Employee Services Team Leader to manage inquiries from employees and related groups, ensuring timely, accurate guidance in HR policies and payroll processes. You will lead a team, drive performance, and align with global HR strategies and risk controls.

The role emphasizes people leadership, process optimization, and strong customer service within a regulated banking environment. Fluency in English is required and banking knowledge is a plus.