Employee Services Consultant

About the role

The Employee Services Consultant provides support and coaching for HR Solutions inquiries from internal and external partners worldwide. This role ensures timely, accurate responses while adhering to global SOPs, desktop procedures, and service level agreements.

Key responsibilities

• Champion a customer‑focused culture and deepen client relationships across the bank.
• Respond efficiently to inquiries from employees, dependents, retirees, candidates, contingent workers, vendors, and managers regarding HR policies and procedures.
• Assess the complexity of requests, provide direct answers for low‑complexity issues, or escalate to appropriate parties.
• Act as an advisor for HR system users, resolve issues, and promote self‑service functionalities.
• Maintain high‑quality client experiences by understanding requests, streamlining service delivery, and defining next steps.
• Utilise knowledge‑management and case‑management tools to document and monitor inquiries.
• Identify service deficiencies, recommend improvements, and support HR Experience Managers and senior leadership.
• Apply the bank’s risk appetite and compliance frameworks in daily activities.
• Drive operational efficiency while ensuring adherence to regulatory, AML/ATF, and conduct risk standards.
• Foster an inclusive, high‑performance environment through people‑strategy initiatives.

Required profile

• Strong communication and customer‑service orientation.
• Ability to assess inquiry complexity and determine appropriate escalation.
• Advisory mindset with solid understanding of HR policies and procedures.
• Awareness of operational, regulatory, and risk management frameworks.
• Proactive attitude toward process improvement and service excellence.
• Commitment to inclusive teamwork and high‑performance culture.

Required skills