Experience Coach, Global HR Operations

Scotiabank; Bogotá; On-site; COP 36,000,000 - 54,000,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

ScotiaGBS, a Scotiabank Group company in Bogota, Colombia, is seeking an Experience Coach to support Consultants, Advisors and Specialists across Global HR Operations. You will deliver coaching, training, and process improvements to ensure accurate, efficient responses to HR inquiries.

The role requires English B2+, a degree in Business or HR, and 2+ years in HR, with experience in a shared service or global context being a plus. Strong communication and leadership skills are essential.

Qualifications

• English level B2+ is required.
• Degree in Business or HR or actively pursuing related study.
• Minimum 2 years of HR experience or CHRP/SHRM designation considered an asset.
• Experience in a shared service center or call center, preferably global, is a plus.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Provide day-to-day guidance on HR systems and processes for self-service and inquiries.
• Deliver monthly shadowing sessions to share best practices and coach team members.
• Support change initiatives across Global HR Operations and ensure adoption of new tools.
• Create, deliver, and maintain training materials and communications across channels.
• Manage high-profile, sensitive, or complex inquiries and escalate when needed.

Skills

English proficiency

HR operations

Stakeholder management

Training & coaching

Process improvement

Education

Degree in Business or HR

HR designation (CHRP/SHRM)

Pursuing HR education

Tools

HRIS systems

SharePoint

Payroll systems

Job description

Purpose

The Experience Coach is responsible for supporting Consultants, Advisors and Specialists across Global HR Operations teams – including but not limited to Global Employee Services, HR Data Management, Benefit & Leave Experience, and Onboarding Experience to deliver accurate, effective and efficient responses through all available channels to HR-related inquiries from a diverse range of internal and external partners, including: employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. This role is also responsible for providing: escalated inquiry support for complex inquiries, additional channel support, , and relief management support, as required to ensure seamless operations globally.

Accountabilities

• Provides day-to-day guidance to team members – including Consultants, Advisors, and Specialists – on the optimal use of HR systems and processes to drive accurate, efficient, and effective responses for direct access (self-service/system support) and divers inquiries related to HR polices and procedures from internal and external stakeholders across geographies.
• Delivers monthly shadowing sessions to share global best practices, promost use of direct access/self-service tools and system capabilities, and provide on-the-spot coaching to team members. Ensures these sessions are relevant to the unique requirements of each operational area, such as Employee Services, HR Data Management, Benefit & Leave Experience, and Onboarding Experience.
• Participates in, and supports, change initiatives across the Global HR Operations teams, ensuring effective communication and adoption of new processes, technologies, and tools in alignment with organizational objectives.
• Contributes to the education and continuous development of the global teams by creating, delivering and maintaining training and communication materials across appropriate channels (e.g. team huddles, lunch and learn sessions,internal platforms such as SharePoint, new-hire orientation, and global webinars.)
• Manages high-profile, sensitive or complex inquiries/escalations by: providing team members with the proactive support - enabling successful resolution and where necessary, determining when further escalation is required and assuming ownership of the request
• Acts in an advisory role by offering end-user support for those interacting with global HR systems, resolving issues and guiding employees in the use of self-service functionalities
• Ensures professional, positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying appropriate next steps, regardless of regional location or operational specialization.
• Monitors trends in inquiries and/or issues and shares key insights with Senior Managers,. And other stakeholders. Actively seeks opportunities to improve departmental processes and customer service by identifying service deficiencies, and consulting with Managers and Sr. Manager, to develop robust solutions
• Provides relief support to management functions, as needed, including holding the team accountable to meet KPIs, prioritizing workload and reallocating resources to optimize results and throughput across all HR Operations areas.
• Integrates the organization’s risk appetite and risk culture into day-to-day activities and decisions, ensuring all operational practices and recommendations align with global compliance and risk management frameworks.should be considered in day-to-day activities and decisions
• Creates an environment in which global HR Operations teamspursue effective and efficient operations ensuring 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. Ensures compliance with relevant frameworks, handbooks, and guidelines across all regions.
• Fosters high performance environment and implements a people strategy that attracts, retains, develops and motivates team members by championing an inclusive global work environment; communicating vison/values/business strategy and managing succession and development planning for all HR Operations team

Reporting Relationships

Primary Manager:

• Sr. Manager Global HR Operations Direct Reports:
• None

Dimensions

• Manages support of global HR Systems including but not limited to: Case Management Systems, Payroll, HR Data Platforms, and other region-specific platforms as required
• Operates independently day-to-day basis, managing a significant volume of transactions and inquiries across multiple zones
• Services a global community and responds within established Service Level Agreements (SLAs) for each operational region and function
• Ensures business continuity for accountabilities under purview, ensuring coverage on assigned schedules across all regions (e.g., 5 days/week in local time zones)

Education / Experience

• English Level B2+
• Degree in Business or Human Resources or related field or actively pursuing education in these areas
• Min 2 years of Relevant HR Professional designation(s) e.g., CHRP, SHRM) considered an asset
• Prior experience in a shared service center or call center environment, preferably in a global context is a plus
• People leadership skills including mentoring and training is a plus
• Knowledge of HR transactions, processes, and systems commonly used in multinational organizations
• Deep understanding of global HR polices, procedures, and compliance requirements
• Strong verbal & written communication skills with the ability to engage stakeholders from various regions and backgrounds
• Proven teamwork capabilities; exceptional relationship management and interpersonal skills
• Strong planning and organizational skills, with the ability to prioritize tasks and manage multiple initiatives in a fast-paced environment
• Attentive to details and deadlines; ability to manage concurent projects and adapt to changing priorities
• Must exhibit good judgment and decision-making authority, leveraging strong analytical skills to provide solutions and expertise to HR-related inquiries in a global context

Competencies

• Shaping the FutureResult- Driven
• Striving for Better Inclusive

Working Conditions

• Work in a standard office-based environment; non-standard hoursand remote work arrangements may be required to support global operations and cross-regional teams.
• May be required to flex hours to accommodate the needs of global stakeholders and ensure coverage across multiple time zones

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. 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.