Employee Services Consultant -Bilingual in French/English

Scotiabank•Toronto, ON

7d•Hybrid

About The Position

Responsible for responding to and providing support and coaching for HR Solutions 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 global Standard Operating Procedures (including escalation), Desktop Procedures and Service Level Agreements(SLAs).

Requirements

Post-secondary degree in Human Resources or pursuing education in related field
Knowledge of HR transactions
Prior experience in a service center or call center environment
Deep understanding of Bank policies and procedures
Strong knowledge of organizational structure and complexity
Exceptional written and verbal communication skills
Strong relationship management and interpersonal skills
Sound judgment and problem-solving skills
Attentive to details and deadlines
Proven teamwork capabilities
Flexibility and ability to adapt to changing work environments
Ability to maintain confidentiality
Bilingual in French and English

Responsibilities

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 ER 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
Ensures positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps
Ensures 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 HR Experience Managers and Senior Manager, GHR Operations.
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
Actively 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
Champions 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