Requisition ID: 224302 Thanks for your interest in ScotiaGBS, the best campus in Bogota. Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment. **Purpose** **Accountabilities** - Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge - Assesses and interprets the level of complexity of employee inquiries, providing coaching (e.g. low complexity ER issues), answering directly or escalating to appropriate parties 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 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 to HR Experience Managers and Senior Manager, GHR Operations. - Common responsibilities begin when employees initiate contact with Employee Services and ends when inquiry is resolved or case is created for another group to action - 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 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 strategyand managing succession and development planning for the team. **Reporting Relationships Primary Manager**: - Manager, Employee Services **Dimensions** - 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 / Other Information** - Post-secondary degree in Human Resources or pursuing education in 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 **Working Conditions** Work in a standard office-based environment; non-standard hours are a common occurrence. 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.