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Emploi Ontario

Employment Opportunity

  • Title: Employee Services Consultant (Bilingual French)
  • Employer: Scotiabank
  • Display Date: 2020-02-18
  • Location: North York, ON
  • Salary: Not available
  • Preferred application method: temps plein


Requisition ID: 66696

Join the Global Community of Scotiabankers to help customers become better off.

As the Employee Services Consultant, you will be responsible for responding to and providing support and coaching for HR service inquiries (Email, On Demand and Telephony) from internal and external partners (e.g. employees, dependents, retirees, candidates, vendors, and people managers, etc.) ensuring timely and accurate answers, either directly or through escalation. This role provides support to employees globally in line with global Standard Operating Procedures (including escalation), Desktop Procedures and Service Level Agreements(SLAs).

Key Accountabilities:

Provides effective and efficient responses to inquiries from internal and external, including employees, dependents, retirees, candidates, Contingent Workers, third party vendors, etc. regarding HR policies and procedures
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 Services 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


Knowledge of HR transactions
Prior experience in a service center or call center environment
Strong knowledge of organizational structure and complexity
Exceptional written and verbal communication skills
Sound judgment and problem-solving skills
Attentive to details and deadlines
Ability to maintain confidentiality
Post-secondary degree in Human Resources or pursuing education in related field
Bilingual in English/French is required

The operating hours for Employee Services are Monday to Friday from 8:00am - 8:00pm ET. As a result, there are four shifts the successful candidate would rotate through: 8:00am - 4:00pm, 9:00am - 5:00pm, 10:00am - 6:00pm and 12:00pm - 8:00pm. Each shift is approximately 2 - 3 weeks in duration, and schedules are provided in advance.

Location(s): Canada : Ontario : North York

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. 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 click here. 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.

To view the original job posting and apply for this position, please follow the link below:

Expiration Date: 2020-03-02