Experience Coach, Global HR Operations

About the role

ScotiaGBS, a Scotiabank Group company based in Bogota, Colombia, is looking for an Experience Coach for its Global HR Operations teams. The role supports Consultants, Advisors and Specialists across Global Employee Services, HR Data Management, Benefit & Leave Experience and Onboarding Experience, helping them give accurate, effective and efficient responses to HR-related inquiries from employees, dependents, retirees, candidates, contingent workers and third-party vendors. It also covers escalated inquiries, additional channel support and relief management.

Key responsibilities

• Guide team members on the optimal use of HR systems and processes for direct access and self-service, and run monthly shadowing sessions sharing global best practices and giving on-the-spot coaching.
• Support change initiatives and create, deliver and maintain training and communication materials such as team huddles, lunch and learns, webinars and new-hire orientation.
• Manage high-profile, sensitive or complex escalations, taking ownership of requests and deciding when further escalation is needed.
• Offer end-user support for global HR systems and guide users in using self-service tools.
• Monitor inquiry trends, share insights with managers, and identify process improvements.
• Provide relief support to management, including holding the team accountable to KPIs and reallocating resources.
• Integrate risk and compliance considerations into daily work, covering operational risk, regulatory compliance, AML/ATF and conduct risk, and ensure adherence to handbooks and guidelines across regions.
• Champion an inclusive work environment and manage succession and development planning for the team.

Required profile

• B2+ English level.
• Degree in Business or Human Resources or a related field, or actively pursuing such education.
• Minimum 2 years of experience; HR professional designations such as CHRP or SHRM are an asset.
• Prior experience in a shared service or call center, preferably global, is a plus.
• People leadership skills including mentoring and training are a plus.

Required skills

• Knowledge of HR transactions, processes and systems used in multinational organizations.
• Deep understanding of global HR policies, procedures and compliance requirements.
• Strong verbal and written communication and stakeholder engagement across regions.
• Planning, organization and attention to detail, with the ability to handle multiple concurrent projects.

The role is office-based in Bogota, with non-standard hours and remote work possible to cover global teams across time zones. Only shortlisted candidates are contacted, and applications must be submitted online.