USS Support Experience Platforms And Continuous Improvement

At EY, you’ll 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’re 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. 

Unified Support Services (USS) Service level management Lead (U64. USS Functional Excellence)

At EY, you’ll 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’re 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 is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

• EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities.
• The Support Experience and Continuous Improvement Strategic Lead is a critical role focused on enhancing the overall customer support experience while driving ongoing improvements within the support organization. This individual is responsible for implementing strategies that ensure customer satisfaction, operational efficiency, and service excellence.This role is responsible for the overall success and stewardship of a specific technology platform and continuous improvement of the same to enhance user experience and drive efficiency. 
• This role involves strategic oversight, product/platform evolution, and ensuring that the platform meets the needs of its users and supports business objectives. The ideal candidate will have a strong technical background, experience with platform & product management, and the ability to drive innovation and continuous improvement. This role involves identifying improvement opportunities, leading process optimization initiatives, and driving sustainable change.

Your key responsibilities

Skills and attributes for success

• Support Experience and Continuous Improvement Function Lead play critical roles in ensuring that the technology platforms and processes are efficient, effective, and aligned with strategic objectives. This leader must be adept at managing change, driving innovation, and delivering measurable results.

To qualify for the role you must have 

• Define and communicate the strategic vision and roadmap for the support experience and continuous improvement.
• Develop and execute a strategic plan to improve the customer support experience, incorporating feedback mechanisms, service standards, and performance metrics.
• Lead continuous improvement efforts within the support organization, identifying areas for enhancement and implementing best practices.
• Collaborate with stakeholders to understand their needs and incorporate feedback into platform enhancements.
• Manage the product’s lifecycle, including upgrades, patches, and new feature releases.
• Drive the adoption of new technologies and methodologies that contribute to a more efficient and effective support experience.
• Ensure platform stability, security, and scalability to support business operations.
• Oversee the budget, including investments in new features and cost optimization efforts.
• Foster a culture of excellence and continuous learning within the support team, encouraging innovation and knowledge sharing.
• Establish key performance indicators (KPIs) to measure the impact of support experience and continuous improvement initiatives.
• Provide regular reports to senior management on the progress of support experience enhancements and the results of continuous improvement efforts.
• Lead cross-functional teams, including developers, engineers, and product managers, to deliver on platform objectives.
• Monitor platform performance and user satisfaction, making data-driven decisions to improve the platform continuously.
• Stay current with industry trends and emerging technologies to keep the platform innovative and competitive.

Ideally, you’ll also have

• Proven experience in platform management, product ownership, or a similar role. Proven leadership experience in customer support, service delivery, or a related field.Strong understanding of continuous improvement methodologies and customer experience best practices.
• Excellent analytical skills, with the ability to use data to drive decision-making and measure the effectiveness of initiatives.
• Strong technical acumen and familiarity with the platform's underlying technologies.
• Excellent leadership, communication, and stakeholder management skills.
• Strategic mindset with the ability to prioritize initiatives and make tough decisions.
• Ability to develops people by providing feedback, recognizing accomplishments, assigning challenging work and connecting on a  personal level with team   
• Possess skills to resolves team conflicts and performance issues effectively and respectfully   
• Creates an inclusive and flexible environment where people feel they are a valuable part of the team and where team members can feel free to be themselves  
• Ability to Cultivate a trusting environment where team members can communicate openly and constructively challenge one another  

What we look for

• Demonstrated experience in leading continuous improvement initiatives.
• Certification or extensive knowledge in Lean, Six Sigma, or other process improvement methodologies

What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

• 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.

EY | Building a better working world 

 
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