Title:  Manager, Staff Ombuds Office (Bilingual)

Requisition ID: 214327

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

The Manager contributes to the overall success of the Staff Ombuds Office globally ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

The Staff Ombuds Office (SOO) provides a safe, trustworthy and readily accessible source of early assistance for employees at all levels, contingent workers, retirees, and former employees globally when they have a workplace concern at Scotiabank or want information about where to seek assistance related to their work at Scotiabank. The SOO is an alternate and informal channel of communication and one of Scotiabank’s Raise A Concern channels through which individuals can seek advice and assistance. Service is available in English, French and Spanish.

Individuals typically contact the SOO for coaching, guidance, and referrals for workplace issues such as interpersonal conflicts, perceived unfair treatment and harassment, disrespectful and unethical behaviours and misconduct. This may be when they are uncomfortable or unsatisfied with the formal channels, when they are afraid of retaliation, when they need information, are not sure of where to go, or need assistance in resolving communication breakdowns.
 

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

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

• Casework Activity: 

  • Manage an unpredictable caseload of a variety of employee issues with a variety of complexity raised by different employees on an ongoing basis

  • Respond to employee contact according to the Service Level Agreement (within one business day)

  • Work with employees to clarify issues and the employee’s desired outcome based on workplace concerns, including human rights complaints, discrimination and harassment, interpersonal conflict, workplace violence, work-life balance, policy application and other employee concerns of varying levels of complexity 

  • Coach employees to develop a range of options and alternatives for resolving disputes and conflicts (direct intervention, shuttle diplomacy, referrals to the formal channels)

  • Facilitate communication between employees and others (policy makers, HRBPs, business lines, third party service providers, etc) on individual issues as required

  • Adhere to the Staff Ombuds Office Terms of Reference and Standards of Practice 

• Operational Efficiency:

  • Ensure cases are categorized accurately and that cases are entered into the case database on a regular basis (at least monthly)

  • Manage working notes and ensure they are purged in accordance with department process

  • Participate in weekly case discussions, providing case analysis to identify and raise systemic issues, ineffective and unfair policies or practices and major issues or emerging trends

  • Track and report concerns raised relative to Bank projects and initiatives as requested

  • Ensure established departmental processes and protocols are followed

• Provide Alternate Dispute Resolution services (mediation, coaching, training, etc) for interpersonal workplace conflict as appropriate to the individual situation

• Outreach Activities:

  • Promote awareness of the SOO and the services it provides at every opportunity

  • Facilitate presentations to employee groups as requested

  • Conduct workplace visits (branches, call centres, departments) to keep up to date with changes in the various delivery channels and workplace units as necessary

• Personal Development:

  • Engage in regular touch bases with the Global Staff Ombuds to discuss case load, challenges, performance to date, training requirements and other issues pertinent to performance and development

  • Support inclusion and participate in internal activities (ERG’s, committee work) and external activities with industry specialists (IOA, FCO) as appropriate

  • Create and execute a meaningful personal development plan

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Actively pursue effective and efficient operations of the Staff Ombuds Office 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. 

• Champion a high performance environment and contribute to an inclusive work environment. 

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

Education & Designations: 

• Bachelor’s Degree in a related field (Human Resources, Psychology, Occupational Health Care, etc)

• Certification in Alternative Dispute Resolution (such as Stitt Feld Handy) an asset

• Certification in Ombuds Essentials (Osgoode/FCO) or Foundations of Organizational Ombuds Practice (IOA) an asset

• CHRP or CHRL designation would be an asset

• High degree of fluency in English; additionally dependent client base, French or Spanish fluency

Work Experience:   

• 5 to 7 years of experience in an HR or management role

• Strong experience in conflict resolution and strong knowledge of employment law and human

• resources practices are required

What's in it for you?

Authority/Decision Making/Directions Received:

• Act independently with direction and coaching from the Staff Ombudsman as required.

Complexity:

• This position is highly complex, deriving from four main components: 1) the broad scope of matters presented and the unpredictability of the volume, nature and source of contacts, 2) the highly personal/sensitive/negative/problematic nature of individual situations raised, 3) the need to maintain confidentiality and impartiality to a degree not required anywhere else in the organization and 4) the independence from the organization’s business lines 

• A high degree of discretion and judgment is required to find creative options and alternatives for urgent situations, high stress situations and high conflict situations

Scope:

• All employees of Scotiabank, its subsidiaries and its affiliates (approximately 95,000) and retirees worldwide are able to use the Staff Ombuds Office. The Staff Ombuds Office is contacted by approximately 1000 employees per year, each raising multiple issues.  Contact is made by phone, email and in person.  Service is provided in English, French and Spanish. 

• Each Manager has capacity to manage 400-500 issues annually, dependent upon case complexity

Location(s):  Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : British Columbia : Vancouver || Canada : Manitoba : Winnipeg || Canada : New Brunswick : Moncton || Canada : Newfoundland and Labrador : St John's || Canada : Northwest Territories : Inuvik || Canada : Northwest Territories : Yellowknife || Canada : Nova Scotia : Halifax || Canada : Nunavut : Iqaluit || Canada : Prince Edward Island : Charlottetown || Canada : Quebec : Montreal || Canada : Saskatchewan : Saskatoon || Canada : Yukon : Whitehorse 

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.