Manager, Employee Services

ScotiaGBS Colombia del grupo Scotiabank; Bogotá; On-site; COP 90,000,000 - 180,000,000; Full time

Benefits offered by this job

Growth opportunities

Diverse, multicultural environment

Benefits for financial and emotional-w

Competitive wages

Job summary

ScotiaGBS Colombia del grupo Scotiabank is seeking a Manager, Employee Services to lead the team, oversee payroll, and ensure high quality HR service delivery from the Bogotá center.

You will guide staff on knowledge and case management systems, escalate issues when needed, and drive performance against KPIs while aligning with global HR strategies.

Qualifications

• Degree in Business or Human Resources or pursuing related studies.
• Experience as a team leader in HR or service centers.
• Strong knowledge of HR policies, payroll and related processes.
• Experience working with payroll and HR systems.
• Familiarity with SAP and HR transactions.
• Understanding of banking policies and procedures.

Responsibilities

• Leads a customer focused culture to deepen relationships and leverage bank services.
• Ensures team meets service standards, SLAs and annual objectives.
• Guides consultants on knowledge and case management systems; handles inquiries.
• Manages workload, prioritizes resources and drives throughput.
• Coaches on assessing complexity and escalation when needed.
• Monitors performance against standards and KPI targets.

Skills

People leadership

Payroll management

Service center experience

HR policies & procedures

HR transactions

Education

Business or HR degree

Tools

SAP

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?

• 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 escape 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

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?

• Degree in Business or Human Resources or pursuing education in related field.
• Experience as a team leader in HR or similar roles.
• Prior experience in a service center or call center environment.
• Deep understanding of Bank policies and procedures.
• Experience managing payroll.
• Knowledge in SAP and HR transactions..