HR Data Management Team Lead

hace 1 semana

Bogotá, Bogotá D.E., Colombia Scotiabank A tiempo completo
Job Summary

We are seeking a highly skilled and experienced HR Data Management Team Lead to join our team at ScotiaGBS in Bogota, Colombia. The successful candidate will be responsible for providing support to managers and HR Data Management Advisors to deliver accurate, effective, and efficient responses to cases and transactions.

Key Responsibilities
  • Provide day-to-day guidance to HR Data Management Advisors on the proper usage of knowledge management and case management systems.
  • Drive a customer-focused culture throughout the HR Data Management Team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Partner with HR Data Management Managers to promote an outstanding customer experience and quality assurance in every closed case and transaction.
  • Suggest, participate, and support change initiatives across the HR Data Management Team; identify, analyze, and support opportunities for improvement in the process and effectiveness of delivering project objectives and goals.
  • Contribute to the education and ongoing development of HR Data Management Advisors by creating, delivering, and maintaining training and communication materials.
  • Manage high-profile, sensitive, or complex inquiries or escalations by providing the HR Data Management Advisors and Managers with the necessary support.
  • 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.
  • Ensure professional, positive, and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery, and identifying next steps.
  • Monitor trends in inquiries and/or issues and share key insights with Senior Manager, HR Data Management.
  • Seek opportunities to improve processes and customer service by identifying service deficiencies and consulting with Managers and Senior Manager to develop solutions.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Create an environment in which the HR Data Management Team 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.
  • Champion a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment; communicating vision/values/business strategy and managing succession and development planning for the team.
  • Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Requirements
  • Post-Secondary Degree in Human Resources or Business or pursuing an education in a related field.
  • Strong computer application skills: Microsoft Excel, Microsoft Word, Adobe Acrobat.
  • Relevant experience in resolving customer service requests.
  • Deep understanding and knowledge of HR Data management policies and procedures and end-to-end processes.
  • Deep understanding and knowledge of Bank policies and procedures.
  • Strong knowledge of organizational structure and complexity.
  • Proven teamwork capabilities; strong relationship management and interpersonal skills.
  • Attentive to details and deadlines; ability to manage multiple priorities.
  • Experience with transaction processing and data management.
  • Experience in conflict/issue resolution.
Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.

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