Get Immediate Access to 2,131,000 premium jobs DirectAccess to Top Employers Gain full access to exclusive job listingsfrom leading companies worldwide. Verified, High-Quality Jobs OnlyNo ads, scams, or junk-just genuine opportunities. Explorethousands of open positions tailored to your lifestyle, includingflexible remote jobs. Requisition ID: 214148 We are committed toinvesting in our employees and helping you continue your career atScotiaGBS. Purpose The Team Leader provides support to managers and Employee Services Consultants -all teams, Canada and IB-, in orderto deliver accurate, effective and efficient responses to cases andtransactions, through the available channels. The Team Leaderensures all activities conducted are compliant with technicalfoundations, governing regulations, internal policies andprocedures. This role is also responsible for providing technicalsupport to Managers and Administrators when escalated cases,on-demand and required trainings, relief management support, asrequired. Accountabilities 1. Provide day-to-day guidance to Employee Services Consultants on the proper usage of the knowledgemanagement and case management systems to drive accurate, effectiveand efficient responses to inquiries from internal and externalpartners regarding cases and transactions received, from Canada,IB, APAC and UK&I.; 2. Drive a customer focused culturethroughout the Employee Services Team to deepen clientrelationships and leverage broader Bank relationships, systems andknowledge. 3. Partner with Employee Services Managers to promote anoutstanding customer experience and quality assurance in everyclosed case and transaction; oversees quality standards on ServiceDelivery (case resolution), manage complex inquiries orescalations. 4. Suggest, participate and support change initiativesacross the Employee Services Team; identify, analyze and supportopportunities for improvement in the process and effectiveness ofdelivering project objectives and goals. 5. Contribute to theeducation and ongoing development of Employee Services Consultantsby creating, delivering and maintaining training and communicationmaterials across appropriate channels (e.g. team huddles, lunch andlearn sessions, Scotialive posts, new-hire orientation training,etc.); guide teams to proper usage of knowledge & CM System. 6. Manage high-profile, sensitive or complex inquiries or escalationsby: providing the Employee Services Consultants and Managers withthe necessary support - enabling him/her to successfully respond,assuming ownership and managing the inquiry directly, ordetermining when further escalation is required for resolution. 7. Act in an advisory role by providing end-user support for thoseinteracting with HR systems, resolving issues and promoting/guidingemployees in the usage of self-service functionalities wherepossible. 8. Ensure professional, positive and consistentexperiences by striving for excellence in understanding clientrequests, streamlining service delivery and identifying next steps.9. Monitor trends in inquiries and/or issues -along with the Sr. Business Analyst-, and share key insights with Senior Manager,Employee Services Management. 10. Seek opportunities to improveprocesses and customer service by identifying service deficiencies,and consulting with Managers and Sr. Manager to develop solutions.11. Understand how the Bank’s risk appetite and risk culture shouldbe considered in day-to-day activities and decisions. 12. Create anenvironment in which the Employee Services Management Team pursueseffective and efficient operations within his/her respective areas,while ensuring the adequacy, adherence to and effectiveness ofday-to-day business controls to meet obligations with respect tooperational risk, regulatory compliance risk, AML/ATF risk andconduct risk, including but not limited to responsibilities underthe Operational Risk Management Framework, Regulatory ComplianceRisk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 13. Champion a high performanceenvironment and implements a people strategy that attracts,retains, develops and motivates their team by fostering aninclusive work environment; communicating vision/values/businessstrategy and managing succession and development planning for theteam. 14. Champion a customer focused culture to deepen clientrelationships and leverage broader Bank relationships, systems andknowledge. Education / Experience / Other Information - Bachelor’s Degree in human resources or Business or pursuing an education in arelated field. - Relevant experience in resolving customer servicerequests. - Deep understanding and knowledge of HR and EmployeeServices policies and procedures and end-to-end processes. - Deepunderstanding and knowledge of general Bank policies andprocedures. - Strong knowledge of organizational structure andcomplexity. - Proven teamwork capabilities; strong relationshipmanagement and interpersonal skills. - Attentive to details anddeadlines; ability to manage multiple priorities. - Experience withtransaction processing and data management. - Experience inconflict/issue resolution. #LI-Hybrid Location(s): Colombia :Bogota : Bogota ScotiaGBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bankand the development and execution of its global services. We offeran inclusive, positive work environment, and competitive benefits. At ScotiaGBS, we value the unique skills and experiences eachindividual brings and are committed to creating and maintaining aninclusive and accessible environment for everyone. Candidates mustapply directly online to be considered for this role. We thank allapplicants for their interest in a career at ScotiaGBS; however,only those candidates who are selected for an interview will becontacted. #J-18808-Ljbffr