Purpose

The Experience Coach is responsible for supporting Consultants, Advisors and Specialists across Global HR Operations teams – including but not limited to Integral Employee Services, HR Data Management, Benefit & Leave Experience, and Onboarding Experience to deliver accurate, effective and efficient responses through all available channels to HR-related inquiries from a diverse range of internal and external partners, including: employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. This role is also responsible for providing: escalated inquiry support for complex inquiries, additional channel support, , and relief management support, as required to ensure seamless operations globally.

Accountabilities

- Provides day-to-day guidance to team members – including Consultants, Advisors, and Specialists – on the optimal use of HR systems and processes to drive accurate, efficient, and effective responses for direct access (self-service/system support) and divers inquiries related to HR polices and procedures from internal and external stakeholders across geographies.
- Delivers monthly shadowing sessions to share global best practices, promost use of direct access/self-service tools and system capabilities, and provide on-the-spot coaching to team members. Ensures these sessions are relevant to the unique requirements of each operational area, such as Employee Services, HR Data Management, Benefit & Leave Experience, and Onboarding Experience.
- Participates in, and supports, change initiatives across the Global HR Operations teams, ensuring effective communication and adoption of new processes, technologies, and tools in alignment with organizational objectives.




- Contributes to the education and continuous development of the global teams by creating, delivering and maintaining training and communication materials across appropriate channels (e.g. team huddles, lunch and learn sessions,internal platforms such as SharePoint, new-hire orientation, and global webinars.)
- Manages high-profile, sensitive or complex inquiries/escalations by: providing team members with the proactive support - enabling successful resolution and where necessary, determining when further escalation is required and assuming ownership of the request
- Acts in an advisory role by offering end-user support for those interacting with global HR systems, resolving issues and guiding employees in the use of self-service functionalities
- Ensures professional, positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying appropriate next steps, regardless of regional location or operational specialization.
- Monitors trends in inquiries and/or issues and shares key insights with Senior Managers,. And other stakeholders. Actively seeks opportunities to improve departmental processes and customer service by identifying service deficiencies, and consulting with Managers and Sr. Manager, to develop robust solutions
- Provides relief support to management functions, as needed,



including holding the team accountable to meet KPIs, prioritizing workload and reallocating resources to optimize results and throughput across all HR Operations areas.
- Integrates the organization’s risk appetite and risk culture into day-to-day activities and decisions, ensuring all operational practices and recommendations align with global compliance and risk management frameworks.should be considered in day-to-day activities and decisions
- Creates an environment in which global HR Operations teamspursue effective and efficient operations ensuring 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. Ensures compliance with relevant frameworks, handbooks, and guidelines across all regions.
- Fosters high performance environment and implements a people strategy that attracts, retains, develops and motivates team members by championing an inclusive global work environment; communicating vison/values/business strategy and managing succession and development planning for all HR Operations team

Reporting Relationships

Primary Manager:

- Sr. Manager Global HR Operations Direct Reports:
- None

Dimensions

- Manages support of global HR Systems including but not limited to: Case Management Systems, Payroll, HR Data Platforms, and other region-specific platforms as required
- Operates independently day-to-day basis, managing a significant volume of transactions and inquiries across multiple zones
- Services a global community and responds within established Service Level Agreements (SLAs) for each operational region and function
- Ensures busines

📌 Experience Coach, Global HR Operations (Bogotá)
🏢 Scotiabank
📍 Bogotá