Employee Services Consultant (6-month contract)

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.
• Provide effective and efficient responses to inquiries from internal and external stakeholders, including employees, dependents, retirees, candidates, contingent workers, and third-party vendors regarding HR policies and procedures.
• Assess and interpret the complexity of employee inquiries, providing coaching on low-complexity employee relations matters, answering questions directly, or escalating issues to the appropriate parties for resolution.
• Act as an advisor by providing end-user support for HR systems, resolving issues, and promoting self-service functionality whenever possible.
• Ensure positive and consistent client experiences by understanding requests, streamlining service delivery, and identifying appropriate next steps.
• Utilize knowledge management and case management systems to effectively respond to, document, and monitor inquiries.
• Identify opportunities to improve departmental processes and customer service by recognizing service deficiencies and recommending solutions to HR Experience Managers and the Senior Manager, GHR Operations.
• Manage inquiries from initial contact through to resolution or escalation to the appropriate team for action.
• Understand and apply the Bank's risk appetite and risk culture in day-to-day activities and decision-making.
• Support effective and efficient operations while ensuring adherence to business controls, operational risk policies, regulatory compliance requirements, AML/ATF standards, and the Bank's Guidelines for Business Conduct.
• Contribute to a high-performance environment by supporting talent attraction, retention, development, inclusion, succession planning, and employee engagement initiatives.

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 education in Human Resources or are pursuing a related field of study.
• Knowledge of HR transactions and processes.
• Prior experience in a service centre or call centre environment.
• Strong understanding of Bank policies and procedures.
• Knowledge of complex organizational structures and business operations.
• Exceptional written and verbal communication skills.
• Strong relationship-building and interpersonal skills.
• Sound judgment and problem-solving capabilities.
• Strong attention to detail and ability to manage deadlines.
• Demonstrated teamwork and collaboration skills.
• Flexibility and adaptability in a changing work environment.
• Ability to maintain confidentiality and handle sensitive information appropriately.