Employee Services - Performance & Advice Consultant, Bilingual French/English

Requisition ID: 266791 

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

Consultants contribute to the overall success of HR Solutions activities by ensuring specific individual goals, plans, and assigned initiatives are executed in support of the GHRO teams’ business strategies and objectives. Consultants are responsible for providing support to all business lines and/or countries addressing and resolving low risk situations and escalated issues and concerns that are not resolved within Employee Services. The focus of this role is to ensure that issues are addressed within Service Level Agreements and managed at the local level to mitigate the potential negative impact. Consultants are accountable for providing accurate advice, in compliance with governing regulations, internal policies and procedures.

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

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Assesses the level of complexity for employee and manager inquiries, providing coaching 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
• Leverages a combined and extensive knowledge of HR policies and procedures and knowledge of/within the Bank’s various countries, business lines (and subsidiary companies), day-to-day operations, systems and technology to provide timely, efficient and valued solutions on low risk employment related issues and concerns.
• Promotes and supports a seamless and consistent experience for employees and People Leaders with low risk ER issues and concerns; and updates and maintains accurate and adequate information within the ER case file, on an ongoing and consistent basis, until such a time as the issue is resolved.
• Independently reviews and assesses escalated Employee Services – Performance & Advice cases, ensuring consistency and alignment to established compliance regulations and Bank policies and processes on cases considered to be low risk to the Bank, and escalates high risk issues to the appropriate ER team, as outlined in the Risk Level Assessment document.
• Independently assesses and communicates the facts of situations in order to mitigate the legal risk to the Bank, ensuring global consistency to avoid precedent-setting outcomes; presents the recommendations and risks; and coaches, supports, and provides (and/or refers) People Leaders to the appropriate tools and materials that will assist them in resolving the ER issues presented to them, and that will assist them in achieving their goals.
• Independently manages the: communication, tracking and reporting of violations, as part of targeted policy compliance initiatives.
• Independently manages the communication, tracking and reporting of emergency permit requests, policy violations and confirmation of subsequent action plans for hours worked in excess of 48, ensuring the Bank remains legislatively compliant.
• 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.
• Understand 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 of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have: 

• Post-secondary degree in Human Resources or pursuing education in related field
• CHRP or CHRL designation is considered an asset
• Deep understanding of Bank policies and procedures
• Strong knowledge of organizational structure and complexity
• Sound judgment and problem-solving skills
• Strong relationship management and interpersonal skills
• Strong conflict and Alternative Dispute Resolution skills
• Exceptional written and verbal communication skills
• Ability to maintain confidentiality
• Ability to multitask while remaining organized; able to set priorities and meet deadlines
• Attentive to details and deadlines
• Flexibility and ability to adapt to changing work environments
• Bilingual in French and English

Location(s):  Canada : Ontario : Scarborough 

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.