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Client Technology Operations Management - Experience Manager - EY Global Delivery Services

Location:  Buenos Aires
Other locations:  Primary Location Only
Salary: Competitive
Date:  Sep 10, 2022

Job description

Requisition ID:  1091763

Client Technology Experience Manager
Rank: Senior Associate

Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are integral to innovation at scale. You will work with technologists and business specialists, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a champion for change and growth, you will be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of 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
The selected candidate will: 
•    The primary responsibility of the CT Experience Manager (EM) is to manage the schedules of CT professionals within their functional groups. 
•    EMs focus on matching resource needs with availability while taking into consideration the skills required, personal preferences, and engagement objectives.  
•    EMs will work across the EM team and with Domain Leads to make recommendations regarding utilization of CT professionals, alignment of resources according to the functional teams and firm’s strategic plan, and analysis of operational results as required.  

Your key responsibilities
•    Assigns appropriate CT professionals to engagements by assessing all information presented, reviewing options available and presenting recommendations based on CT scheduling policies and product team requirements.  Challenge hours and personnel scheduled as appropriate to make sure of efficient utilization of resources.
•    Review actual and projected utilization, anticipate availability, and proactively work to decrease unassigned time while balancing the workload of all CT professionals supported.
•    Promotes and monitors the sharing of resources; network with other team members across product teams to address resource needs and/or conflicts.  
•    Manages conflict resolution by identifying appropriate alternatives in a timely manner considering engagement requirements and developmental goals of professionals supported.
•    Builds relationships and communicates continuously with CT professionals to identify personal schedule preferences and/or career development issues.  
•    Focuses on engagement needs while balancing the preferences of the individual.  
•    Proactively identifies and addresses scheduling issues (i.e. excessively high/low utilization, morale issues, performance issues, staff/engagement/client issues).  
•    Reassigns projects as personnel, client, and/or engagement scope changes occur.  
•    Monitors unassigned resources and acts as a primary point of contact for local unassigned professionals.  
•    Fills open needs as identified.  Proactively reviews projects that may be able to release individuals to meet requirements.
•    Provides pertinent resource planning details and analysis to assist in supporting the region’s fiscal planning activities.
•    Regularly communicates to Functional Leaders and EMTL regarding headcount activity and any known performance issues.
•    Counsels with levels supported as needed/requested; raises individual issues to appropriate leadership.
•    Coordinates with Campus and Experienced Hire Recruiters in supporting the onboarding process for professionals entering the service line.
•    Participates in onboarding providing details to new hires on the experience management process.
•    Works with Product EM and EM Team Lead to resolve CT personnel issues, identify appropriate trainings/development plans, etc.
•    Participates in regular CT Functional Team calls, CT All Hands, and broader EY conference calls and webcasts

Skills and attributes for success
•    Appropriately prioritize staffing decisions based on engagement objectives, specialization requirements, timing constraints, staffing continuity and geographic considerations.
•    Identify performance or morale issues of CT professionals, addressing appropriately with the EM Team Lead as needed.
•    Identify over/under utilized CT professionals; proactively identifying additional resources/work to bring utilization in line with their peer group.
•    Negotiate with Doman Leads/EMs to identify the most effective and efficient utilization of time to meet staffing priorities for the market/region.
•    Effectively manage conflicts between engagement teams.

To qualify for the role, you must have
•    Bachelor’s Degree or equivalent work experience.
•    Minimum 2-7 years of experience.  
•    Experience in a Professional Services Firm is desired, but not required. 
•    Proficient in Microsoft applications.

Ideally, you’ll also have
•    Responsive: (1) timely response to requests, (2) keeping stakeholders informed of status of request, (3) maintaining a sense of urgency in resolving issues, (4) strong client service focus.
•    Communication: (1) clear and concise messaging, (2) the ability to flex communication styles/methods based on the stakeholder audience, (3) ability to manage communication upward.
•    Conflict Management: (1) remaining unbiased and delivering creative solutions that benefit all stakeholders, (2) addressing conflict in a timely manner based on information while taking into consideration the bigger picture, (3) demonstrating an understanding of the needs of all parties involved.
•    Proactive: (1) ability to foresee challenges and how those might impact immediate term decisions/actions, (2) looking for strategic solutions, (3) taking a forward looking or anticipatory approach.
•    Collaborative: (1) flexible and open to new ideas, (2) solicits multiple points of view to develop the best overall solution, (3) working collectively with others through discovery.

What we look for
•    A self-starter, independent-thinker, curious and creative person with ambition and passion

What we offer
As part of this role, you'll work in a highly integrated, globally diverse 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 will develop the mindset and skills to navigate whatever comes next.
•    Success as defined by you: We will provide the tools and flexibility, so you can make a significant impact, your way.
•    Transformative leadership: We will give you the insights, coaching and confidence to be the leader the world needs.
•    Diverse and inclusive culture: You will be accepted for who you are and empowered to use your voice to help others find theirs.
We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.
EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Make your mark.
Apply now.


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