Job Information
Scotiabank Service Quality Analyst, GHR Operations (Contract 12 months) in Scarborough, Ontario
Service Quality Analyst, GHR Operations (Contract 12 months)
Requisition ID: 201788
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
What you'll be doing.
Contributes to the overall success of the Global HR Services Operations team by measuring and evaluating the quality of service provided by the team who are in direct contact with the Bank's employees in Canada. The role will be responsible for actively monitoring quality of service, identifying trends, areas of improvement and share findings with the Service Quality Leader and the broader GHRSO leadership team.
Is this role right for you? In this role you will:
Conducts reviews and provides manager with regular updates on quality of service based on established service quality standards across all service channels and teams.
Contributes to the identification of trends, gaps and opportunities through data analysis and makes appropriate recommendations to management. Ensures appropriate corrective action is taken where service issues are identified, through follow up reviews.
Shares insights on achieving better quality, either through coaching, process training or other methods.
Maintains up to date knowledge of business changes and system changes. Leverages tools and best practices to help GHRSO deliver excellence in performance and customer service.
Builds and sustains effective relationships by working with teams and leaders. Provides feedback of findings to team and manager for future opportunities to improve support.
Contribute to creation and maintenance of scripts and communication standards across teams.
Supports training of team members as part of ongoing Knowledge Management within the team.
Promote the culture of employee experience/ Moments That Matter through GHRSO.
Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Creates an environment in which his/her team pursues effective and efficient operations of his/her 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.
Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
Champions a high-performance environment and contributes 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:
Post-secondary degree in Business or Human Resources or pursuing education in related field
Prior experience in a service operations center or call center environment
Knowledge of HR processes and systems
Deep understanding of Bank policies and procedures
Strong analytical skills
Strong knowledge of organizational structure and complexity
Proven teamwork capabilities; strong relationship management and interpersonal skills
Attentive to details and deadlines; ability to manage multiple initiatives
Strong project management, planning and organizational skills
Lean / 6 sigma – ability to use corresponding methodologies and tools when appropriate (strongly preferred)
Service design/Human centered design training/exposure will be an asset
What's in it for you?
The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers
A rewarding career path with diverse opportunities for professional development
Internal training to support your growth and enhance your skills
An inclusive working environment that encourages creativity, curiosity, and celebrates success
This is a temporary, full time role for 12 months.
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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.