PAS Global Immigration - Senior Manager

Role name and description 
Senior Manager – To take responsibility for the seamless end-to-end client experience across all services provided by the GDS and the country Immigration practice, with proactive oversight and coordination of both service delivery and customer relationship management. This includes that all deliverables are received by the client on time and to the expected quality. Is also essential to underpin the focus with a commercial mindset in everything which is done in order to increase profitable growth and margin improvement, and therefore that delivery of services across the GDS and via the country onshore team is in accordance with the agreed financial budgets set for the engagement. 

For engagements which require the involvement of multiple EY offices, the SM, and their team, oversee, coordinate and manage participating countries across the EY network to ensure all Immigration services per the contracted SoW are delivered and that agreed KPIs/SLAs are met in an efficient and cost effective manner. The SM takes ownership for problem solving and the resolution of escalations, from the client and the EY network countries. 

As the primary engagement service delivery Manager, the SM will work closely with the onshore Engagement Partner and their onshore Account Lead, and with each of the delivery teams within the GDS and across the EY network.  The SM will also be responsible for managing adhoc projects (end-to-end or parts of projects) and for proactively identifying and spearheading ongoing process improvements so as to improve margin and profitability while enhancing the client’s experience of EY, by establishing, maintaining, and strengthening client relationships.

The opportunity

When you join EY, you’ll be at the heart of EY’s critical mission to build a better working world by applying your knowledge, skills and experience in assisting clients in meeting their business objectives. You will learn, grow and contribute – building new relationships and discovering the satisfaction that comes through producing high-quality, valued work and advice.

Your key responsibilities

• Facilitate smooth and complete end-to-end compliance management in collaboration with constituent teams across the EY Network
• Be the point person on Immigration engagement for EY network and the client’s primary contacts if applicable
• Have oversight and control on Immigration case management, dashboard and client reporting and KPI/SLA management across delivery teams, mailboxes are monitored and client questions and queries are answered in a timely manner, and that correct and accurate invoices are issued in accordance with EY’s standard terms.
• Manage EY’s risk management protocols and engagement requirements to adhere to our Firm’s data protection and all related QRM requirements to mitigate any claims against the Firm.
• Work with teams to proactively identify and resolve issues including escalation management as part of ongoing service delivery
• Monitor and report on engagement financials, ERPs, margins and resource leverage trends.
• Perform budget to actual variance reporting
• Develop and manage project and transition plans, including roadmap, work plan, budget, timeframe, responsibilities and accountabilities
• Lead the smooth delivery of project outcomes through status tracking, issues & risk  tracking, change control monitoring and reporting to project stakeholders
• Contribute as an effective Engagement team member and take accountability for deliverables 
• Create value to clients independently- bringing good project and change management skills and past client experiences 
• Develop and manage Engagement and process knowledge for use by delivery teams
• Focus on developing and deploying tools/ methods/ best practices and ongoing improvement initiatives
• Engagement Partner, Onshore Account Lead, the EY network country leads, GDS Process Leads
• Client Immigration Corporate program owner and their network of country/business contact/s

Skills and attributes for success

• Experience in scoping projects and successfully managing client expectations and requirements
• Demonstrates an understanding of, and sensitivity to stakeholders’ needs and expectations 
• Good judgment, tact and decision-making ability
• Good analytical and critical thinking skills 
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change 
• Previous experience in managing several project initiatives end-to-end simultaneously
• Ability to manage ambiguity and the political aspects of change and communications
• Ability to build and maintain good working relationship across many different services and organization levels 
• Excellent written, oral and presentation communication and stakeholder engagement skills, and sufficiently self-aware to recognise their impact on others   
• Ability to work and team with a multitude of different people and different cultures 
• Respect for the diversified and inclusive work culture 
• Ability to learn and pick better roles and responsibilities in due course.
• Confident and self-motivating attitude

To qualify for the role, you must have

• Experience with PMOs 
• Experience in coaching engagement and project team members
• Strong MS Office skills – Excel, Word, PowerPoint

Ideally, you’ll also have

• Varied experience in Immigration across various regions and lead a huge immigration team in house
• Client service management, ideally within a Mobility environment although not essential. 

What we look for 

We look for candidates with proven capabilities of leading a team. Working closely with clients of People Advisory Services within and outside EY  
 

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.