Global Process Owner -GPO - Account Support

Role Overview

The Global Process Owner (GPO) – Account Support operates according to the strategic goals set by the FP&A Global Account Support Leader. This role acts as the custodian of end to end Account and Engagement Support processes delivered globally from EY GDS. The role oversees process design, controls, implementation, and measures the success of optimizing Account Support capabilities enabling EY’s client serving functions.

This role partners closely with Global Finance, Regions, MST/ ET, Mercury Governance Boards, Quote to Cash (Q2C) Initiative Teams, GDS Leadership, and strategic vendor partners to ensure Account Support enterprise service delivery is globally consistent, risk controlled, scalable, and cost effective. The GPO will collaborate with the GDS ES Account Support Leader to continually identify opportunities to drive process standardization applying new AI solutions automation, and digital enablement throughout our existing Q2C management lifecycle with the goal of improving efficiency, quality, and an overall enhanced customer enablement experience.

The GPO acts as the final approver and owner, accountable for process integrity, operating model adherence, and process optimization outcomes across the GDS Account Support ecosystem.

Key Responsibilities

Process Ownership & Governance

• Function as global operational excellence leader for all Account and Engagement Support processes delivered from ES GDS, across the Q2C management lifecycle.
• Identify opportunities for improvement, focusing on comprehensive operating models, bridging business strategy and technology solutions.
• Design improved workflows leveraging Agentic AI technology solutions and foster a culture of continuous improvement through harmonized end to end Q2C processes, ensuring compliance with EY’s Operate Model, SOX, and internal controls.
• Function as the Quality and Process gatekeeper, ensuring that the highest standards of service delivery are upheld, approving or challenging any deviations from global standards and making certain a disciplined change process is followed.
• Partner with the Service Line Business Operations/ EMS teams also delivering support across Q2C processes and explore ways to collaborate and enhance the value of the end-to-end service delivery.
• Function as point of escalation for critical process breakdowns, control failures, or service risks.

Operating Model & Vendor Oversight

• Provide comprehensive oversight of outsourced transaction processing support, ensuring EY receives the right quality of service at the right cost.
• Govern contractual adherence, SLAs, KPIs, and outcome based delivery models with vendor partners.
• Evaluate and recommend alternative support and sourcing models based on evolving business needs and external market conditions.
• Chair or actively participate in governance forums with vendor partners and internal stakeholders.

Optimization & Digital Enablement

• Lead the Global Account Support optimization agenda, across GDS, according to the strategic goals set by the FP&A Global Account Support Leader, identifying opportunities to redesign and simplify workflows, leveraging automation, AI and analytics to drive process optimization.
• Partner with internal transformation teams and vendors to design and deploy scalable automation solutions (RPA, AI enabled solutions, low code platforms).
• Drive cost optimization, productivity improvement, and volume deflection through process re design and digitization.
• Ensure change initiatives are embedded with appropriate controls, change management, and sustainment mechanisms.

Controls, Risk & Compliance

• Design and strengthen control frameworks to mitigate operational, financial, and compliance risks of the GDS Global Account Support.
• Partner with Finance, Risk, and Q2C GPOs to ensure alignment with US GAAP, IFRS, and SOX requirements.
• Own governance for Non Role Based Access reviews for GDS resources across financial systems.
• Support internal and external audits through process documentation, issue remediation, and continuous control improvement.

Stakeholder Partnership & Change Adoption

• Build strong relationships across Global Finance, Regions, MST/ ET, GDS SL Business Ops Leaders/Engagement Support Team Leaders and vendor partners.
• Build a solid cross functional partnership with the GDS ES Account Support Leader to drive quality service delivery.
• Promote adoption of process and technology changes across GDS through structured change and persuasive communication mechanisms.
• Influence senior stakeholders through data driven insights, clear governance, and outcome focused recommendations.

Success Measures

• Global adoption of standardized Q2C processes and operating model
• Improved service quality, cycle times, and control effectiveness
• Measurable cost savings, cost avoidance, and productivity gains through optimized process improvements
• Reduction in operational risk, audit issues, and control exceptions
• Scalable, future ready Account Support model aligned to EY’s global Finance strategy.

Skills & Experience

Essential

• Strong experience in global process ownership, process governance, or enterprise service delivery
• Proven record in process transformation, automation, and continuous process improvement
• Experience managing outsourced / vendor delivered services and complex stakeholder ecosystems.
• Strong understanding of internal controls, risk management, and compliance frameworks
• Excellent stakeholder management and executive communication skills
• Ability to lead, empower people, encourage creativity, and motivate teams to follow an inspired vision of the future.

Preferred

• Exposure to professional services or complex client serving environments.
• Experience with RPA, AI solutions, analytics platforms, or low code technologies
• Certifications or experience in Lean Six Sigma, Agile, or Change Management

Why This Role Matters

This role plays a critical part in ensuring EY’s Global Account and Engagement Support capabilities are technologically robust, internal control compliant, scalable, and future ready, enabling client serving teams to operate efficiently while safeguarding financial and operational integrity.