Manager, Employee Services

About the role

Scotiabank is seeking a Manager, Employee Services to lead a team that handles HR‑related inquiries from employees, dependents, retirees, candidates, contingent workers and vendors. The role combines people management with oversight of complex or escalated HR cases, ensuring a high‑quality employee experience.

Key responsibilities

• Lead a customer‑focused culture, ensuring the team meets service level standards and aligns with Global HR strategies.
• Provide guidance on knowledge‑management and case‑management systems, driving efficient responses to HR policy inquiries.
• Coach consultants on assessing inquiry complexity, escalation procedures and promoting self‑service options.
• Monitor performance metrics, track trends, and share insights with senior leadership to improve processes.
• Ensure compliance with operational risk, regulatory, AML/ATF and conduct risk frameworks.
• Manage a team of 10‑12 direct reports, including hiring, development, succession planning and business continuity.

Required profile

• Degree in Business or Human Resources (or related field); CHRP designation is an asset.
• Prior experience in a service or call centre environment handling HR transactions.
• Strong knowledge of bank policies, organizational structure and HR processes.
• Proven relationship‑management and interpersonal skills with attention to detail and deadlines.
• People‑leadership experience, including mentoring, training and conflict resolution.

Required skills

• Case Management Systems
• Payroll systems