Manager, Employee Services
Manager, Employee Services
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Job Description
Requisition ID: 235980
We are committed to investing in our employees and helping you continue your career at ScotiaGBS
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 Manage 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 teams 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 HRs 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 units 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 escalate 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 Banks 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
Reporting Relationships
Primary Manager: Sr. Manager Employee Services
Direct Reports: Employee Services Consultants
Dimensions
Manages 10 12 direct reports
Manages support of HR Systems including: Case Management Systems Payroll
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
Post-secondary 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
Strong project management planning and organizational skills
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
Competencies
Customer Focus Level 3
Result Focus Level 3
Self Awareness and Development Level 3
Communication Level 3
Strategic Thinking - Level 3
Change Leadership Level 3
Development & Coaching Level 3
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. Candidates must apply directly online to be considered for this role. 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.
Required Experience:
Manager
Employment Type
Full Time
