Job Description

At EY, you\xe2\x80\x99ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we\xe2\x80\x99re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
EY provides services to a wide range of multinational companies globally. The People Advisory Services (PAS) helps clients harness their people agenda and the mobility business is specifically focused on helping clients manage the complex compliance, reporting and risks inherent in deploying a globally mobile workforce. EY\xe2\x80\x99s Managed Service offering is a true one-stop-shop for mobility program administration covering end-to-end mobility lifecycle management for a client\xe2\x80\x99s mobile workforce on various types of moves: permanent, long-term, short-term, commuter and similar variations. Job purpose/opportunity The role will act as the primary contact for Client and EY leadership on EY\xe2\x80\x99s service delivery and will oversee and manage multi-region, multi-service, multi-vendor contracts where EY delivers across various PAS mobility service offerings like Mobility lifecycle and vendor management, Tax and Travel compliance and Mobility Payroll. S/He will work in collaboration with onshore stakeholders, workstream teams, country delivery teams and other leadership teams to ensure these contracts are delivered seamlessly through transitions/onboarding and service delivery stages Your Key Responsibilities Operational \xe2\x80\x93 for the assigned Client

• Orchestrating layer for the engagement - Accountable for Day to Day operations across all workstreams
• Develop and maintain key regional relationships within EY and Client to ensure accurate and meaningful transparency is provided to executives on key issues
• Help resolve key escalated issues and ensure Client\xe2\x80\x99s escalations and inquiries are all addressed in a timely manner to their satisfaction
• Managing escalations and provide updates to the Account Leader and Engagement Partner
• Maintaining detailed information and ownership of reporting contractual (SLA \xe2\x80\x93 CPI / KPI) on EY performance with Client / EY stakeholders for assigned regions
• Accountability and leading operational governance with client / within EY
• Ensure that EY is best placed to deliver our contracted obligations (MSA - Master Service agreement) and there is full alignment with account and EY strategy/plans
• Enable the ongoing transition and transformation of Services in their area.
• Act as the change agent through promotion of the target operating model and the EY strategy.
• Manage communication to Client, EY and regional leadership during critical situations
• Support Service management operations in the process of determining which items should be released on an emergency need, move to high priority incidents / CR and which stay in BAU based on Client\xe2\x80\x99s priorities
• Identifying opportunities for improvement both in area and globally to deliver a culture of continuous improvement

Strategic

• Serve as an executive liaison between the Client and EY (e.g. Data Operations, Tech Operations, Business Operations and Service management, etc)
• Partners with all levels within EY leadership to drive initiatives that meet and exceed Client\xe2\x80\x99s expectations to the most efficient and cost-effective level of support.
• Drive strategies partnering with customers, stakeholders, vendors to ensure world class customer support experiences
• Able to align EY strategies within Client\xe2\x80\x99s regional/local context to a strategy that builds the EY brand
• Understand in-depth and communicate Client\xe2\x80\x99s regional/local emerging business trends and their implications on the organization and its customers back to the EY leads

Transformational

• Responsible for ensuring that Client\xe2\x80\x99s regional/local points of view are represented in all major transformation projects.
• Develops innovative solutions to problems without precedent.
• Invents new processes to achieve EY strategic business objectives that align to Client\xe2\x80\x99s customer experience.
• Develops innovative and creative solutions on interpretation and analysis that improve business performance and contribute to EY goals and strategic intent.
• Anticipates operational, program, and implementation issues and develop detailed recommendations on preventative measures.

Analytical/Decision Making Responsibilities Strong analytical acumen and solution orientation to understand or define the relevance of processing metrics such as Service Level Agreements (SLA\xe2\x80\x99s), Key Performance Indicators (KPIs), Transformation Index, Return on Investment (ROI) and others to analyse or guide EY performance discussions.
Consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation, recommend viable solutions that will improve appropriate EY services or functionality in a manner that is both effective and supporting the value to Client.
Responsibilities, Qualifications, Certifications - External Knowledge, Skills and Attributes for Success

• Deep knowledge of delivery in a Managed Services environment.
• Understanding of the engagement organisation, stakeholders, solution architecture and deal structure.
• Sound understanding of the EY network, SSL, organisations and stakeholders to ensure delivery issued are resolved in a timely fashion.
• Engage/work with EY stakeholders from across delivery \xe2\x80\x93 EY service line, Client technology, Managed Services Deliver to ensure the delivery success of the engagement.
• Engage/work with client stakeholders and drive through the E2E requirements of the delivery and ensure customer expectations are met.
• Service Level management and understanding to be able to pre-empt delivery risk and manage to mitigation.
• Maintains advanced interpersonal skills to engage, as a thought leader, with peers and other senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network for collaboration and knowledge sharing.
• Uses these relationships to connect colleagues and challenge insightfully to improve processes, propose credible options, and position EY role in Client\xe2\x80\x99s service and business management.
• Maintain a collaborative but firm approach with all interactions and keep discussions focused on fact-based needs and then align a strategy that satisfies those needs with measurable outputs.
• Manage peers, other leaders and projects by delegating work effectively and using appropriate resources. Utilizes the proper people, time and project management disciplines across a diverse culture and multiple time zones.
• Resolves team conflicts with a proven ability to implement and communicate difficult decisions. Provide individual, team and peer mentoring as appropriate and required to develop capabilities within team, function and organization.
• The role is generally guided in objectives remotely, regional time zones, using telephone, email and instant messaging. As such the role requires a high degree of discipline in self-direction and autonomy in a remote or work from home arrangement. The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed.

Education

• Graduate/post-graduate in Service management/Client Relationship Management/Business process management/Business administration/Communications

Experience

• Total 15+ years of experience with 5+years as a Service/Delivery manager serving mid and large client accounts managing multi region, multi service and multi-vendor ecosystems in corporate mobility or mobility vendor organizations

Certification

• PMI-PMP/ACP, CPM, GMS

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