Supervising Associate - Experience Management - Resource Management - EY Global Delivery Services

  • Granada
  • Ernst E Young Advisory Services Sdn Bhd

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Other locations:  Primary Location Only

Date:  May 16, 2024

Requisition ID:  1498475

Experience Management Assistant Manager
As an Experience Management Assistant Manager, you will be part of an industry leading, high performing and agile team of workforce management professionals providing exceptional client service to our stakeholders and helping our employees gain differential experiences that are aligned to their career aspirations.

We provide learning and growth opportunities to build your ability to analyze, innovate, think and act globally. You’ll be part of an organization that is focused on optimization, is solution oriented, innovates and provides best in class services to the client serving teams.

The opportunity
EY Global Delivery Services (EY GDS) is a dynamic and global service delivery network of over 50,000 professionals working across borders, to provide innovative and strategic business solutions to EY member firms and EY clients globally. Experience Management plays a vital role in the firm’s Next Wave strategy and it’s purpose of building a better working world.

We offer a great place to work for every person joining EY. At GDS, you will have the opportunity to develop your professional skills in a truly global environment. You will learn and gain experiences from industry leading WFM professionals and a path breaking leadership team.

We invest in your learning and development. We’ll help you develop the technical and soft skills you need. We support your professional development with a combination of learning, networking, experiences, and coaching. As part of a 300+ member team, supporting 4 unique Service Lines, you will always have opportunities to showcase your skills and contribute to the firm’s strategic initiatives.

Your key responsibilities
As an Experience Management Assistant Manager, you will work as the staffing lead for the assigned region/service/competency team and will be responsible to supervise the end-to-end demand management process from demand generation to demand validation, demand – supply matching, internal demand fulfilment, external recruitment coordination, headcount management, bench management and reporting/MIS. The incumbent will be responsible for implementing resource management process and operational efficiency within the business.

You will work very closely with the service delivery teams to track, monitor, record and analyze demand pipeline projections, new deals, pursuits and staff augmentation needs. You will monitor and evaluate demand fulfilment options (internal capacity and bench), review external hiring pipeline, assign projects to the available workforce based on skills and experience required on the project.

The role is expected to build a high performing team, equipped to effectively manage the requirements of the business and consistently deliver on defined KPIs. The incumbent will supervise a team of 5-10 WFM professionals, provide career counselling, review performance and enable people engagement and teaming.

Some of your key responsibilities include:

1. Ensure compliance to GDS EM protocols and guidelines.
2. Manage end-to-end resource management – demand pipeline management, capacity planning, demand management, external recruitment coordination, headcount management, bench management and reporting/MIS
3. Monitor demand – supply gaps and opportunities to cross/upskill resources to minimize bench and improve employee experiences.
4. Monitor and actively drive governance on skills update on defined skills management platforms.
5. Establish channels for regular stakeholder connects and business reviews.
6. Provide thought leadership to the EM team in identifying and implementing resource optimization techniques.
7. Implement and monitor quality compliance within the Experience Management team.
8. Identifying and prioritizing opportunities for process improvement/automation.
9. Develop a strong business continuity framework for self and team.
10. Lead people engagement and people development activities to create a positive work environment for the team.
11. Drive cross SL resource sharing for improved Collaborate with other EM team leads and share best practices

Skills and attributes for success
Graduates with 8-9 years of relevant workforce management experience. Understanding of business models, operational and financial aspects of service delivery is mandatory. The suitable candidate should have good analytical skills, can compute staffing demands, validate skills and experiences associated with the demand, identify suitable fulfilment options from the internal pool of professionals available for allocation or on bench and negotiate staffing solutions with the service delivery managers.

To qualify for the role, you must have
• Excellent domain knowledge in resource management, demand planning and MIS.
• Strong execution skills with focus on meeting timelines and delivering highest quality service.
• Solution oriented mindset.
• Excellent verbal and written communication skills.
• Strong working knowledge of MS Excel, Word and PowerPoint.
• Strong time management and analytical skills.
• Stakeholder management skills.
• 2-3 years’ experience in directly supervising a team.

Ideally, you’ll also have
• Experience in change management, project management, forecasting and workforce planning.
• Experience in BI tools – Alteryx, Power BI, Spotfire will be preferred.

What we look for 

We are looking for committed, self-motivated and driven professionals with a proven track record and expertise in workforce management domain. Someone who is good with numbers and has the willingness to learn. The successful candidate will be one who combines computer skills and mathematical ability with a working knowledge of the business and the negotiation skills of a salesman.

What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. 
• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. 
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. 
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. 
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY
EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. 

 Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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