Requisition ID: 274991

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

Purpose

Responsible for responding to and providing support and coaching for HR service inquiries (Email, On Demand and Telephony) from internal and external partners (e.g. employees, dependents, retirees, candidates, vendors, and people managers, etc.) ensuring timely and accurate answers, either directly or through escalation. This role provides support to employees globally in line with integral Standard Operating Procedures (including escalation), Desktop Procedures and Service Level Agreements (SLAs).

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Provides effective and efficient responses to inquiries from internal and external, including employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. regarding HR policies and procedures.





• Assesses and interprets the level of complexity of employee inquiries, providing coaching (e.g. low complexity Performance & Advice issues), answering directly or escalating to appropriate parties for resolution.

• Acts in an advisory role by providing end-user support for those interacting with HR systems, resolving issues and promoting/guiding employees in the usage of self-service functionalities where possible.

• Ensure positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps.

• Ensure proper usage of knowledge management and case management systems to effectively respond to, document and monitor inquiries.

• Seeks opportunities to improve departmental processes and customer service by identifying service deficiencies, and recommending solutions to Managers and Senior Managers.

• Common resp

📌 Employee Services Consultant (Bogotá)
🏢 Scotiabank
📍 Bogotá