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About the Role

This role is responsible for responding to and providing support and coaching for HR Solutions inquiries globally, ensuring timely and accurate answers and supporting employees in line with global Standard Operating Procedures, Desktop Procedures, and Service Level Agreements (SLAs).

Responsibilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provides effective and efficient responses to inquiries from internal and external partners regarding HR policies and procedures.
• Assesses and interprets the level of complexity of employee inquiries, providing coaching, answering directly or escalating for resolution.
• Acts in an advisory role by providing end-user support for HR systems, resolving issues and promoting self-service functionalities.
• 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 and case management systems to effectively respond to, document and monitor inquiries.
• Seeks opportunities to improve departmental processes and customer service by identifying service deficiencies and recommending solutions.
• Understands 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 while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls.
• Champions a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment.

Requirements

• Post-secondary degree in Human Resources or pursuing education in a related field.
• 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.
• Attentive to details and deadlines.
• Proven teamwork capabilities.
• Flexibility and ability to adapt to changing work environments.
• Ability to maintain confidentiality.
• Bilingual in French and English.

Skills

• Customer focused
• Communication skills
• Relationship management
• Interpersonal skills
• Problem-solving skills
• Teamwork capabilities
• Adaptability
• Confidentiality

Location

• Scarborough, Ontario, Canada

Work Type

• Hybrid

Experience Level

• Not specified

Education Level

• Post-secondary degree in Human Resources or related field

Benefits

• Performance bonus
• Employee Share Ownership Program
• Pension Plan Matching
• Health Benefits from day one
• Career development and progression opportunities

About the Company

• 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.

Equal Opportunity

• 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.