Description

 

 

 

Requisition ID: 246600

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

 

The Experience Coach is responsible for supporting Consultants, Advisors and Specialists across Global HR Operations teams – including, but not limited to Global Employee Services, HR Data Management, Benefit & Leave Experience, and Onboarding Experience to deliver accurate, effective and efficient responses through all available channels to HR-related inquiries from a diverse range of 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 for complex inquiries, additional channel support, and relief management support, as required to ensure seamless operations globally. 

 

Is this role right for you? In this role, you will:

 

  • Provide day-to-day guidance to  team members – including Consultants, Advisors, and Specialists – on the optimal use of HR systems and processes to drive accurate, efficient, and effective responses for direct access (self-service/system support) and diverse inquiries related to HR policies and procedures from internal and external stakeholders across geographies.
  • Deliver monthly shadowing sessions to share global best practices, promote use of direct access/self-service tools and system capabilities, and provide on-the-spot coaching to team members. Ensure these sessions are relevant to the unique requirements of each operational area, such as Employee Services, HR Data Management, Benefit & Leave Experience, and Onboarding Experience.
  • Participate in, and support, change initiatives across the Global HR Operations teams, ensuring effective communication and adoption of new processes, technologies, and tools in alignment with organizational objectives.
  • Contribute to the education and continuous development of the global teams by creating, delivering and maintaining training and communication materials across appropriate channels (e.g. team huddles, lunch and learn sessions, internal platforms such as SharePoint, new-hire orientation, and global webinars.)
  • Manage high-profile, sensitive or complex inquiries/escalations by: providing team members with proactive support, enabling successful resolution and where necessary, determining when further escalation is required and assuming ownership of the request.
  • Act in an advisory role by offering end-user support for those interacting with global HR systems, resolving issues and guiding employees in the use of self-service functionalities.
  • Ensure professional, positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying appropriate next steps, regardless of regional location or operational specialization.
  • Monitor trends in inquiries and/or issues and shares key insights with Senior Managers and other stakeholders. Actively seek opportunities to improve departmental processes and customer service by identifying service deficiencies, and consulting with Managers and Senior Managers, to develop robust solutions.
  • Provide relief support to management functions, as needed, including holding the team accountable to meet KPIs, prioritizing workload and reallocating resources to optimize results and throughput across all HR Operations areas.
  • Integrate the organization’s risk appetite and risk culture into day-to-day activities and decisions, ensuring all operational practices and recommendations align with global compliance and risk management frameworks.should be considered in day-to-day activities and decisions.
  • Create an environment in which global HR Operations teams pursue effective and efficient operations ensuring 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. Ensure compliance with relevant frameworks, handbooks, and guidelines across all regions.
  • Foster high performance environment and implements a people strategy that attracts, retains, develops and motivates team members by championing an inclusive global work environment; communicating vision/values/business strategy and managing succession and development planning for all HR Operations 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: 

 

  • French communication, both verbal and written, is required for this role
  • Post-secondary degree in Business or Human Resources or related field or actively pursuing education in these areas
  • Relevant HR Professional designation(s) e.g., CHRP, SHRM) considered an asset
  • Prior experience in a shared service center or call center environment, preferably in a global context
  • Knowledge of HR transactions, processes, and systems commonly used in multinational organizations
  • Deep understanding of global HR polices, procedures, and compliance requirements
  • People leadership skills including mentoring and training
  • Strong verbal & written communication skills with the ability to engage stakeholders from various regions and backgrounds
  • Proven teamwork capabilities; exceptional  relationship management and interpersonal skills
  • Strong planning and organizational skills, with the ability to prioritize tasks and manage multiple initiatives in a fast-paced environment
  • Attentive to details and deadlines; ability to manage concurrent projects and adapt to changing priorities
  • Good judgment and decision-making authority, leveraging strong analytical skills to provide solutions and expertise to HR-related inquiries in a global context

 

What’s in it for you?

 

  • We have an inclusive and collaborative work environment that values curiosity & ownership, encourages pragmatic creativity (i.e. true innovation), and celebrates success
  • An inclusive working environment that encourages creativity, curiosity, and celebrates success
  • A rewarding career path with diverse opportunities for professional development
  • Internal training to support your growth and enhance your skills
  • A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision and dental benefits that start from day one and much more

 

Location(s):  Canada : Ontario : Toronto 

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.  

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 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.