Job Description

Requisition ID: 201973Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.The Team Leader, Employee Services is responsible for supporting the Employee Services Consultants to deliver accurate, effective and efficient responses (via Email, On Demand and Telephony) to HR-related inquiries from internal and external partners, including: employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. This role is also responsible for providing: escalated inquiry support, additional On Demand/Email/Telephone support, and relief management support, as required.Is this role right for you? In this role you will:

• Provides day-to-day guidance to Employee Services Consultants on the proper usage of the knowledge management and case management systems to drive accurate, effective and efficient responses to inquiries from internal and external partners regarding HR policies and procedures
• Promotes the usage of self-service tools by coaching Employee Services Consultants on how to advise employees in using self-service functionalities
• Drives a customer focused culture throughout the Employee Services Team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Participates in, and supports, change initiatives across the Employee Services Team
• Contributes to the education and ongoing development of Employee Services Consultants by creating, delivering and maintaining training and communication materials across appropriate channels (e.g. team huddles, lunch and learn sessions, Scotialive posts, new-hire orientation training, etc.)
• Manages high-profile, sensitive or complex inquiries/escalations by: providing the Employee Services Consultant with the necessary support - enabling him/her to successfully respond, assuming ownership and managing the inquiry directly, or determining when further escalation is required for resolution
• Acts 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
• Ensures professional, positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps
• Monitors trends in inquiries and/or issues and shares key insights with Senior Manager, Employee Services. Actively seeks opportunities to improve departmental processes and customer service by identifying service deficiencies, and consulting with Managers, Employee Services and Sr. Manager, Employee Services to develop solutions
• Provides relief support to management functions, as needed, including holding the team accountable to meet KPIs, prioritizing workload and re-aligning resources as required in order to optimize results and throughput
• Understands how the Bank\'s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Creates an environment in which the Employee Services 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, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct
• Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team

Do you have the skills that will enable you to succeed in this role? - We\'d love to work with you if you have:

• Post-secondary degree in Business or Human Resources or pursuing education in related field
• CHRP designation is considered an asset
• Prior experience in a service center or call center environment
• Knowledge of HR transactions
• Deep understanding of Bank policies and procedures
• Strong knowledge of organizational structure and complexity
• People leadership skills including mentoring and training
• Strong verbal & written communication skills
• Proven teamwork capabilities; strong relationship management and interpersonal skills
• Strong planning and organizational skills
• Attentive to details and deadlines; ability to manage multiple initiatives
• Must exhibit good judgment and authority, along with strong analytical skills to provide solutions and expertise to HR-related inquiries

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!
• Work in an Ecosystem; a bright, modern space where you\'ll have access to group seating, offices, collaboration spaces, a cafeteria with different options daily, a bistro, and more
• Hybrid Work Environment

Location(s): Canada : Ontario : TorontoScotiabank 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. If you require technical assistance, please . 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.

Scotiabank