Supervising Associate-EMEIA FSO CRM Operations Supervisor

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. 

The opportunity

Our purpose, at EY, is building a better working world. The Operations and Reporting team within EY GDS is a dynamic and multi-offering function consisting of more than 300 employees across India, the Philippines and Poland with six global centers. We provide operational excellence through methodologies and tools to build sustainable processes and practices. With functions such as global and regional operations, go-to-market enablers and business enablement, the Ops and Reporting continually works towards EY’s growth endeavors. Our work aims to help reinforce our purpose of building a better working world for our people, our customers and communities.

The CRM operations supervisor is a pivotal role within the EMEIA FSO responsible for overseeing CRM operations across various country markets, service lines, and sectors. The supervisor ensures the integrity and accuracy of sales and pipeline data. As the organization transitions from Mercury CRM to Microsoft Dynamics, this role will be critical to the successful adoption of the new CRM system and methodology. The position demands a strategic mindset to effectively manage the CRM network, enhance data quality awareness, and support the transformation of CRM operations.

Your key responsibilities

• Lead the EMEIA FSO CRM operations team, ensuring effective management and continuous improvement of CRM processes.
• Develop and implement a holistic governance methodology for sales and pipeline data quality.
• Visualize and monitor various data quality (DQ) KPIs to aid in forecasting, including anticipated win dates, calendarization, and weighted pipeline figures.
• Oversee the transition from Mercury CRM to Microsoft Dynamics, ensuring a smooth migration and minimal disruption to operations.
• Provide weekly alerts and data quality communication to users, utilizing the new CRM system for source data.
• Collaborate with teams across account levels, countries, operations, leadership, and markets to understand and improve forecast quality.
• Filter and display pipeline data quality issues, allowing for easy identification and action on individual opportunities.
• Collaborate with GDS CRM teams supporting other regions/areas and focus on team capability development.
• Drive the adoption of the "All In" strategy, ensuring accurate and up-to-date pipeline information.
• Address pipeline data quality issues such as lapsed opportunities, misaligned calendarization, aged opportunities, dormant opportunities, and rapid deal closure.
• Provide leadership views and reporting for various committees and leadership boards.
• Implement pipeline data quality improvement actions, leveraging CRM champions outreach programs and digital media campaigns to enhance user engagement and awareness.
• Monitor and report on the monthly trend of increased data quality dashboard use within the CRM network.
• Design/leverage existing digital media campaigns to improve S&P data quality and user awareness.
• Foster strong relationships with key stakeholders to support CRM operations and data quality initiatives.

Skills and attributes for success

• Comfortable working in a matrixed virtual organization with excellent communication and networking skills – able to effectively manage and influence senior leaders as well as a broad range of stakeholder.
• Being able to adjust according to the audience with a focus on getting work accomplished.
• Ability to work in a high pace, agile environment.
• Ability to work under pressure and to tight deadlines, managing multiple priorities effectively.
• Ability to create insights or synthesize complex information into simple, high impact messages.
• To qualify for the role, you must have
• Educational qualification
• Bachelor’s degree in finance or accounting (or equivalent area of study or experience).

Experience

• 6-8 years of experience with 5+ years of experience in CRM operations management.

Ideally, you’ll also have

• Good project management and change management skills.

Technologies and Tools

• Demonstrated expert level experience in MS Office (Word, Excel & PowerPoint)
• Technical proficiency in Power BI, Alteryx and other Business Intelligence systems

What we look for 

• Proven experience in CRM operations management, preferably within a financial services environment.
• Strong understanding of data quality principles and KPIs.
• Experience with transitioning CRM systems, particularly from Mercury to Microsoft Dynamics.
• Excellent communication and stakeholder management skills.
• Strategic thinking with a focus on continuous improvement and innovation.
• Experience in a cross-border role, successfully managing multiple complex efforts at a global level.
• Excellent relationship building and interpersonal skills, including cross-cultural competence.
• Influencing and networking 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.

EY | Building a better working world 

 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

 
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.