Experience Management - Supervising Associate - EY Global Delivery Services

About Experience Management

In Experience Management we support the business in order to identify the right person, at the right time, in the right place to ensure our people, teams and clients are successful.  In this position you will be responsible to match resource needs with availability, while taking into consideration skills required, personal preferences of individuals, and the overall engagement risk. This entails coordination with other resource managers and client service leaders to balance workloads and address staffing needs as required.

Key Responsibilities:

• Assign appropriate client service personnel to engagements, by accessing information presented, reviewing options available and presenting recommendations. Challenge hours and personnel scheduled as appropriate to make sure of efficient utilization of resources.
• Resolve conflicts with engagement team members to identify appropriate alternatives in a timely manner considering engagement requirements and developmental goals of staff supported.
• Reassign projects to adapt to changes in headcount, and/or to meet varying client demands.
• Build relationships and communicate continuously with client serving personnel to identify personal schedule preferences and/ or career development issues.
• Focus on engagement needs while balancing the preferences of the individual.
• Proactively identifies and addresses scheduling issues (i.e. excessively high/low utilization, performance issues, staff/engagement/client issues).
• Fill open needs as identified; proactively investigate projects that may be able to release individuals to meet requirements.
• Monitor unassigned resources, and act as primary point of contact for unassigned staff.
• Teaming with the Talent Team and Recruiting teams to monitor headcount needs, start dates, resignations, transfers, as well as to identify and escalate performance issues and morale concerns.
• Review actual and projected utilization, anticipate availability and proactively take action to decrease unassigned time while balancing the workload of all client serving individuals supported.
• Use scheduling tools and put together reports in order to forecast hours needed for a project, track actual utilization, and monitor total headcount. Flag and raise issues identified to Resource Management leadership.
• Appropriately prioritize staffing decisions based on engagement risk, required skillsets, timing constraints, staffing continuity and geographic considerations.
• Negotiate with client serving teams to shift time or create individual availability in order to meet staffing priorities.

Skills and attributes for success

• Advance Microsoft Excel.
• Excellent communication skills.
• Strong and effective Business English language communication skills.
• +5 years of experience in a similar role or in the client serving practice.
• Proficient at negotiations skills and conflict management. Be solution oriented with strong problem-solving skills.

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.