Manager, Employee Services

Scotiabank; Bogotá; Presencial; COP 167.400.000 - 234.360.000; Jornada completa

Descripción de la vacante

Scotiabank in Bogotá, Colombia seeks a People Manager to lead an Employee Services Team. You will ensure efficient HR inquiry responses for employees, dependents, retirees, and vendors, while managing escalations and service delivery against SLAs.

You will coach, develop and monitor team metrics, promote self-service, and align operations with risk, governance and HR strategies in a dynamic banking environment.

Formación

• Degree in Business or Human Resources or pursuing related field.
• CHRP designation is considered an asset.
• Prior experience in a service center or call center environment.
• Knowledge of HR transactions and bank policies.

Responsabilidades

• Leads a customer-focused culture to deepen client relationships.
• Ensures service levels, standards and objectives are met within SLA.
• Guides Consultants on knowledge and case management systems for HR inquiries.
• Manages workload, prioritizes resources, and drives throughput.
• Coaches on issue complexity and escalation decisions.
• Monitors performance metrics for the team and individuals.
• Promotes self-service usage to improve efficiency.
• Identifies service Deficiencies and collaborates on improvements.
• Aligns activities with risk and compliance frameworks and governance.
• Builds a high-performance, inclusive team environment and plans succession.

Conocimientos

People leadership

Customer service

Interpersonal skills

Mentoring/training

Conflict resolution

Team management

Attention to deadlines

Relationship management

Educación

Bachelor's degree in Business or HR

CHRP designation (asset)

Experience in service/call center

Knowledge of HR transactions

Knowledge of Bank policies

Herramientas

Case Management Systems

Payroll systems

HR knowledge management tools

Descripción del empleo

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

Purpose

Responsible for leading an Employee Services Team, ensuring the effective and efficient response to HR-related inquiries from internal and external, including employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. This role is responsible for acting in a People Manager capacity to individuals in their team and managing inquiries that are either complex or escalated.

Accountabilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Ensures the team's operational goals, service standards and annual objectives are met. This includes ensuring the team operates within Service Level Standards and services delivered are aligned to Global HR's strategies and provide Scotiabank employees with an exceptional employee experience during each interaction
• Provides guidance to Employee Services Consultants on the proper usage of the knowledge management and case management systems, and drive effective and efficient responses to inquiries from employees, dependents, retirees, candidates and vendors regarding HR policies and procedures
• Develops and holds self and team accountable to meet objectives aligned to unit’s goals and KPIs, prioritizing workload and re-aligning resources as required in order to optimize results and throughput
• Coaches Employee Services Consultants in assessing the level of complexity of employee inquiries, and determining when to elevate for resolution; facilitate escalation and/or resolve issues as required
• Assesses HR Experience Officers performance against standards and expectations; track individual and team performance metrics
• Promotes the usage of self-service by coaching Employee Services Consultants on how to advise employees in using self-service functionalities
• Monitors trends in inquiries and/or issues and shares key insights with Senior Manager, Employee Services. Actively seeks opportunities to improve departmental processes and customer service by identifying service deficiencies, and consulting with Sr. Manager, Employee Services, Director of Operations, Business HR Partners, and COEs to develop solutions
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Creates an environment in which his/her team 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
• Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team

Dimensions

• Manages 10 – 12 direct reports
• Manages support of HR Systems including: Case Management Systems, Payroll, me@Scotiabank
• Operates independently day-to-day
• 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 / Other Information (include only those that are specific to the role)

• Degree in Business or Human Resources or pursuing education in related field.
• CHRP designation is considered an asset
• Prior experience in a service center or call center environment
• Knowledge of HR transactions
• 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

Working Conditions

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

Location(s): Colombia : Bogota : Bogota

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. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.