Requisition ID: 259780
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
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).
Is this role right for you? In this role, you will:
- 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
Do you have the skills that will enable you to succeed? We’d love to work with you if you have:
- 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
What’s in it for you?
- The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers
- A rewarding career path with diverse opportunities for professional development
- Internal training to support your growth and enhance your skills
- An inclusive working environment that encourages creativity, curiosity, and celebrates success!
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
