Employee Services Consultant (Bilingual - French/English)

Scotiabank•Toronto, ON

2d•Onsite

About The Position

The Employee Services Consultant is responsible for providing advisory support and regarding HR Solutions inquiries (Email, On Demand and Telephony) to internal and external partners (e.g. employees, dependents, retirees, candidates, vendors, and people managers, etc.). The Employee Services Consultant ensures timely and accurate answers, either directly or through escalation. This role provides support globally in line with global Standard Operating Procedures, Desktop Procedures and Service Level Agreements (SLAs).

Requirements

Post-secondary degree in Human Resources or pursuing education in related field
French communication, both verbal and written, is required for this role
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
Strong attention to details and deadlines
Proven teamwork capabilities
Flexibility and ability to adapt to changing work environments
The ability to maintain confidentiality

Responsibilities

Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Provide effective and efficient responses to inquiries from internal and external requests, including employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. regarding HR policies and procedures
Assess and interpret the level of complexity of employee inquiries, providing coaching (e.g. low complexity ER issues), answering directly or escalating to the appropriate parties for resolution
Act 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
Seek opportunities to improve departmental processes and customer service by identifying service deficiencies, and recommending solutions to HR Experience Managers and the Senior Manager, GHR Operations