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Employee Services Consultant (contract) - North York, ON

Date: Feb 8, 2019

Location: North York, ON, CA

Company: Scotiabank





Requisition ID: 52267


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:

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • 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


Functional Competencies:

  • 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



  • Post-secondary degree in Human Resources or pursuing education in related field
  • Knowledge of HR transactions


This position is a 1 year contract.


Location(s):  Canada : Ontario : North York 

As Canada’s international bank, we are a leader when it comes to inclusion. Scotiabankers hail from over 120 countries, speak more than 100 languages and serve over 23 million customers globally. As a highly diverse company, we know that an inclusive environment for employees and customers helps everyone achieve their best. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide a positive recruitment experience.

Job Segment: Consultant, Consulting, Bank, Banking, Relationship Manager, Contract, Finance, Customer Service

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