Employee Services Consultant

Requisition ID: 246267

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Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.

Purpose

Consultants contribute to the overall success of HR Solutions activities by ensuring specific individual goals, plans, and assigned initiatives are executed in support of the GHRO teams' business strategies and objectives. Consultants are responsible for providing support to all business lines and/or countries to address and resolving low and medium risk situations, including escalated issues and concerns that are not resolved within Employee Services. The focus of this role is to ensure that issues are addressed within Service Level Agreements and managed at the local level to mitigate the potential negative impact. Consultants are accountable for providing accurate advice, in compliance with governing regulations, internal policies and procedures.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Provide timely, efficient, and valued solutions on Time and Pay issues and concerns by leveraging well developed knowledge of HR policies, and procedures within the countries, business lines (and subsidiary companies), where the Bank's day-to-day operations, systems and technology operate.

• Provide 2nd level support for Employee Service teams for Time and Pay related requests.
• Promotes and supports a seamless and consistent experience for employees and People Leaders with Time and Attendance and Payroll concerns; and updates and maintains accurate and adequate information within the HR case file, on an ongoing and consistent basis, until such the issue is resolved.
• Independently reviews and assesses escalated Time and Attendance and Payroll issues, ensuring consistency and alignment to Bank policies and processes specific to applicable countries, and directs to applicable GHRO teams as required.
• Independently assesses and communicates the facts of situations in order to mitigate risk to the Bank, ensuring global consistency to avoid precedent-setting outcomes; presents the recommendations and risks; and coaches, supports, and provides (and/or refers) People Leaders to the appropriate tools and materials that will assist them in resolving the Time and Attendance and Payroll issues.
• Escalates defects in the Time and Attendance/ Payroll systems to the Time and Pay Specialist.
• 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,case management and Time and Attendance systems to effectively respond to, document and monitor inquiries.
• Understand 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 of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

Reporting Relationships

Primary Manager:
• Manager, Time and Pay

Dimensions

• Manages support of HR Systems including: Case Management Systems, Payroll, and others.
• Significant volume of transactions
• Services a global community and responds within SLAs timeframe
• Ensures business continuity for accountabilities under purview, ensuring coverage 5 days/week in assigned schedules (EST)

Education / Experience

• B2+ English Level
• 1+ year of experience in customer service/ service center or call center environment
• Experience related to HR tools like SAP or Time and Attendance
• Post-secondary degree in Human Resources or pursuing education in related field
• Knowledge of HR transactions
• 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

Location(s): Colombia : Bogota : Bogota

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, 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. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.