Administrative Relationship Manager Leader

Join our Enterprise Support Services (ESS) team and you’ll be an integral part of our business enablement function that keeps our organization running strong. The Administrative Services Relationship Manager (ARM) Leader leads the ARM team, the client relationship layer within EY US Administrative Services. ARMs serve as the primary relationship owners for US Partners, Principals, Managing Directors and Directors (PPMDDs) who are supported by executive assistants (EAs) located in the US and in the EY Caribbean, GDS Argentina and GDS Manila delivery centers.

In this role, you will serve as a strategic connection between Administrative Services and the business. You will lead a national team of approximately 15 Administrative Relationship Managers, strengthen senior stakeholder relationships, translate business needs into service solutions, drive a consistent, high-quality stakeholder experience, and support transformation and change across Administrative Services. You will also serve as a US Administrative Operations Co-Leader and a key advisor to the US ESS Administrative Services leadership team.

Your key responsibilities 

• Set and manage the strategic direction for a team of approximately 15 Administrative Relationship Managers across multiple US locations, supporting PPMDDs nationally.

• Own the ARM charter, ensuring an exceptional support experience for EY leaders through relationship management, service quality oversight, and operational consistency.

• Build and maintain trusted relationships with senior firm leaders and serve as the escalation point for complex service concerns and emerging risks.

• Apply in-depth knowledge of EY and its businesses to anticipate complex issues and translate PPMDD and practice needs into practical service solutions.

• Oversee proactive PPMDD outreach, feedback gathering and monitoring of the quality of each EA-to-PPMDD relationship; identify trends, risks and improvement opportunities and ensure the loop is closed with each executive.

• Partner with Administrative Managers, offshore delivery center managers, Program Management and delivery teams to address evolving business needs, knowledge gaps, and access and tool issues.

• Drive process consistency, operational rigor and service excellence across onshore and offshore delivery locations and define and report the measures used to track ARM success, service quality and customer experience.

• Lead policies and decisions related to recruitment, hiring, onboarding, promotions, compensation, performance management, retention, inclusion and other people matters for the ARM team.

• Coach and advise Administrative Relationship Managers on relationship management, goal setting, business planning, barriers and solutions.

• Manage headcount and resources and evaluate and adapt the ARM model and organizational structure as the Administrative Services operating model evolves.

• Lead change management for transformation initiatives across Administrative Services, including stakeholder communication and adoption.
• Share best practices nationally and promote innovation, creativity and collaboration across the Enterprise Support Services team.

Skills and attributes for success 

• Executive relationship management and strategic consulting skills, with the presence and credibility to advise senior firm leaders.

• Strong business acumen and the ability to contribute effectively to strategic discussions with firm leaders.

• Ability to make independent decisions while considering broader firm objectives and the strategic impact of each decision.

• Strong leadership, influencing, persuasion and negotiation skills, supported by a well-developed internal and external network.

• Demonstrated change management capability, including establishing plans, goals, measures, standardized procedures and new processes, and leading successful implementation.

• Ability to address complex or unprecedented problems using analytical, negotiation and business knowledge.
• Ability to collaborate across functions and lead geographically dispersed teams, inspiring high performance through virtual teaming across onshore and offshore delivery models.
• Ability to create a productive, inclusive environment that helps others maximize their contributions and professional growth.

To qualify you must have 

• A bachelor’s degree or equivalent relevant work experience. 

• At least 12 years of relevant experience, including significant people management experience; 15 or more years preferred.

• Experience in client relationship management, customer experience or service delivery leadership in a professional services or shared services environment.

• Experience leading virtual, geographically dispersed teams across multiple sites.

• Willingness to travel within the firm and country as required to fulfill assignments. 

• Ability to work overtime when required to meet deadlines; vacation may occasionally need to be deferred based on workload. 

Preferred qualifications 

• MBA degree. 
• Experience with executive assistant or administrative support models, including nearshore and offshore delivery centers.

What we offer you
At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.  The base salary range for this job is: 
• • New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $141,400 to $254,600
  • Bay Area California offices – $147,300 to $265,200
  • All other offices locations in the US, including Sacramento – $117,900 to $233,400 
• Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.  In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.                                              

• To make the most of your application experience, please limit yourself to two applications within a six-month period.
• EY accepts applications for this position on an on-going basis.
• For those living in California, please click here for additional information.
• At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment.

EY  |  Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

All in to shape the future with confidence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.  

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process,  please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.