Requisition ID: 273899

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 General 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 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 fu

📌 Manager, Employee Services (Bogotá)
🏢 Scotiabank
📍 Bogotá