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Employee Services Team Lead
hace 1 mes
We are committed to investing in our employees andhelping you continue your career at ScotiaGBS. Purpose The TeamLeader provides support to managers and Employee ServicesConsultants - all teams, Canada and IB - to deliver accurate,effective, and efficient responses to cases and transactionsthrough the available channels. The Team Leader ensures allactivities conducted are compliant with technical foundations,governing regulations, internal policies, and procedures. This roleis also responsible for providing technical support to Managers andAdministrators when escalated cases arise, as well as on-demand andrequired training, and relief management support as needed.Accountabilities 1. Provide day-to-day guidance to EmployeeServices Consultants on the proper usage of the knowledgemanagement and case management systems to drive accurate,effective, and efficient responses to inquiries from internal andexternal partners regarding cases and transactions received fromCanada, IB, APAC, and UK&I. 2. Drive a customer-focused culturethroughout the Employee Services Team to deepen clientrelationships and leverage broader Bank relationships, systems, andknowledge. 3. Partner with Employee Services Managers to promote anoutstanding customer experience and quality assurance in everyclosed case and transaction; oversee quality standards on ServiceDelivery (case resolution), and manage complex inquiries orescalations. 4. Suggest, participate, and support changeinitiatives across the Employee Services Team; identify, analyze,and support opportunities for improvement in the process andeffectiveness of delivering project objectives and goals. 5.Contribute to the education and ongoing development of EmployeeServices Consultants by creating, delivering, and maintainingtraining and communication materials across appropriate channels(e.g., team huddles, lunch and learn sessions, Scotialive posts,new-hire orientation training, etc.); guide teams to proper usageof knowledge & CM System. 6. Manage high-profile, sensitive, orcomplex inquiries or escalations by providing the Employee ServicesConsultants and Managers with the necessary support - enabling themto successfully respond, assuming ownership and managing theinquiry directly, or determining when further escalation isrequired for resolution. 7. Act in an advisory role by providingend-user support for those interacting with HR systems, resolvingissues, and promoting/guiding employees in the usage ofself-service functionalities where possible. 8. Ensureprofessional, positive, and consistent experiences by striving forexcellence in understanding client requests, streamlining servicedelivery, and identifying next steps. 9. Monitor trends ininquiries and/or issues - along with the Sr. Business Analyst - andshare key insights with Senior Manager, Employee ServicesManagement. 10. Seek opportunities to improve processes andcustomer service by identifying service deficiencies and consultingwith Managers and Sr. Manager to develop solutions. 11. Understandhow the Bank’s risk appetite and risk culture should be consideredin day-to-day activities and decisions. 12. Create an environmentin which the Employee Services Management Team pursues effectiveand efficient operations within their respective areas whileensuring the adequacy, adherence to, and effectiveness ofday-to-day business controls to meet obligations regardingoperational risk, regulatory compliance risk, AML/ATF risk, andconduct risk, including but not limited to responsibilities underthe Operational Risk Management Framework, Regulatory ComplianceRisk Management Framework, AML/ATF Global Handbook, and theGuidelines for Business Conduct. 13. Champion a high-performanceenvironment and implement a people strategy that attracts, retains,develops, and motivates their team by fostering an inclusive workenvironment; communicate vision/values/business strategy and managesuccession and development planning for the team. 14. Champion acustomer-focused culture to deepen client relationships andleverage broader Bank relationships, systems, and knowledge.Reporting Relationships Primary Manager: Direct Reports: Dimensions- 5-6 Employee Services Consultants - Customers (HR Services users)in 30 Countries Education / Experience / Other Information -Bachelor’s Degree in human resources or Business or pursuing aneducation in a related field. - Relevant experience in resolvingcustomer service requests. - Deep understanding and knowledge of HRand Employee Services policies and procedures and end-to-endprocesses. - Deep understanding and knowledge of general Bankpolicies and procedures. - Strong knowledge of organizationalstructure and complexity. - Proven teamwork capabilities; strongrelationship management and interpersonal skills. - Attentive todetails and deadlines; ability to manage multiple priorities. -Experience with transaction processing and data management. -Experience in conflict/issue resolution. Location(s): Colombia :Bogota : Bogota ScotiaGBS is a Scotiabank Group company located inBogota, Colombia, created to support different processes of theBank and the development and execution of its global services. Weoffer an inclusive, positive work environment, and competitivebenefits. At ScotiaGBS, we value the unique skills and experienceseach individual brings and are committed to creating andmaintaining an inclusive and accessible environment for everyone.Candidates must apply directly online to be considered for thisrole. We thank all applicants for their interest in a career atScotiaGBS; however, only those candidates who are selected for aninterview will be contacted. Note: All postings in me@Scotiabankwill remain live for a minimum of 5 days.#J-18808-Ljbffr
