Senior 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

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.