Enablement and Service Improvement Lead - Associate Director

Position Summary:  

The Enablement and Service Improvement Lead plays a pivotal role within the Talent Insights and Analytics (TI&A) team at EY, reporting directly to the Talent Insights and Analytics Leader. This position sets the direction and  manages the TIA outsourcing delivery and standards of transactional reporting via IBM, driving efficiencies through  automation and effective optimizations. The Enablement and Service Improvement Lead also serves as a point of  escalation for IBM-related issues, overseeing the portfolio of change requests and projects. This position further  owns the TIA Demand Management, managing intake and project requests from all internal stakeholders, ensuring  all demands are allocated and managed, and manages overall delivery. This role partners with Data Product Owners and ET to improve overall end-to-end TIA Delivery. Furthermore, the role ensures that the Global TI&A SharePoint  site is up to date, supports the data analysts and analytics networks across Talent, facilitates center of practice for  data across Talent, related updates and communications, effectively engages customers and promotes self-service. This role manages a large portfolio of internal clients with varied needs and priorities to drive business value and is essential in driving operational excellence within the Talent Insights and Analytics team, enabling EY to leverage  data effectively and maintain a competitive edge in the marketplace.  

Essential Functions of the Job:  

• Oversee the delivery and adherence to standards for transactional reporting via IBM, ensuring that reporting outputs meet quality and efficiency benchmarks.  
• Serve as the primary point of escalation for IBM-related issues, resolving conflicts and facilitating communication between stakeholders to ensure timely resolutions.  
• Identify opportunities to drive greater automation in transactional reporting, including necessary changes to data sources, such as SuccessFactors (SF).  
• Manage overall demand delivery and effective management of intake and project requests from all internal stakeholders.  
• Manage core TI&A operational processes, including demand management and the intake process, ensuring that requests to Global TI&A are handled effectively and that decision-making is transparent to customers.  
• Oversee the portfolio of change requests (CRs) and projects within the TIA and Enablement and Reporting teams, ensuring alignment with organizational goals and effective resource allocation.  
• Develop and implement processes that streamline operations and enhance the customer experience.  
• Supports and facilitates the center of practice for data across Talent, design and optimize the Global TI&A SharePoint site/portal to enhance customer engagement and promote self-service capabilities.  
• Incubate new verticals and services based on business demand  
• Ensure that the portal provides easy access to relevant resources, tools, and information for stakeholders.  
• Provide learning and training opportunities to help team members and stakeholders effectively access data and utilize TI&A tools.  
• Develop training materials and resources that enhance users' understanding of data access and reportingcapabilities.  
• Coordinate impact assessments resulting from EY organizational changes, including data privacy and security changes, ensuring that Global TI&A manages these transitions effectively.  
• Collaborate with relevant stakeholders to assess the implications of changes and implement necessar adjustments to processes and reporting.  

Analytical/Decision Making Responsibilities:   

• Analysis of current transactional reporting processes to identify areas where automation can be implemented, making informed decisions on necessary changes to data sources and reporting methodologies.  
• Assessment of the effectiveness of core TI&A operational processes, including demand management and intake, to identify inefficiencies and recommend improvements that enhance service delivery.  
• Evaluation of conflicts and issues related to IBM reporting, using analytical skills to diagnose root causes and  make decisions on appropriate resolutions or escalations.  
• Analysis of the portfolio of change requests (CRs) and projects to prioritize initiatives based on business impact, resource availability, and alignment with organizational goals.  
• Conducts impact assessments resulting from organizational changes, analysing the implications for data privacy, security, and reporting processes, and making decisions on necessary adjustments to ensure  compliance and effectiveness.  
• Gathering and analysis of feedback from stakeholders regarding operational processes and reporting needs, making data-driven decisions to refine processes and enhance customer satisfaction.  
• Assessment of the training needs of team members and stakeholders, using insights to design and implement effective learning programs that improve data access and usage capabilities.  
• Identification of opportunities for continuous improvement in operational processes and reporting practices, utilizing analytical skills to propose and implement best practices that drive efficiency and effectiveness.  

Knowledge and Skills Requirements:  

• Strong ability to analyze complex data sets, identify trends, and derive actionable insights that support strategic decision-making.  
• Proficiency in data management practices, including data governance, data privacy, and security protocols,with experience in using tools such as Success Factors (SF) for reporting and analytics.  
• Advanced proficiency in analytics tools and programming languages, expertise in SQL/Spark, Python, R, Databricks, MS Power Automate as well as AI/ML frameworks and APIs.  
• Experience with data visualization tools (e.g., Power BI) to create compelling visual representations of data that facilitate understanding and decision-making  
• Knowledge of project management methodologies to oversee the portfolio of Change Requests (CRs) and projects,  ensuring timely delivery and alignment with business objectives.  
• Excellent verbal and written communication skills to effectively engage with stakeholders, present findings,  and facilitate training sessions.  
• Familiarity with data visualization tools and platforms, as well as experience in optimizing SharePoint sites or  similar portals for effective customer engagement.  
• Strong problem-solving skills to resolve conflicts and address client customer issues efficiently, acting as a  point of escalation when necessary.  
• Experience in leading and mentoring teams, fostering a culture of collaboration, continuous improvement, and operational excellence.  
• Understanding of the talent landscape and the ability to align analytical insights with organizational goals to  drive competitive advantage.  

Supervision Responsibilities:  

• Work closely with the Leads across the Talent Insights and Analytics team and wider Talent Functions to ensure the provision of services that support business and functional delivery.    
• Provide direct supervision and guidance to the Enablement Consultant and Enablement Analyst, fostering their professional development and ensuring alignment with team objectives.  
• Oversee the performance of the IBM team, setting clear expectations, conducting regular performance  evaluations, and providing constructive feedback to enhance individual and team productivity.  
• Manage resource allocation within the team, ensuring that workloads are balanced and that team members are  effectively utilized to meet operational demands and project deadlines.  
• Act as a mentor to direct reports, offering support and opportunities for skill development, training, and career advancement within the Talent Insights and Analytics team.  

Other Requirements:  

• Due to global nature of the role; travel and willingness to work alternative hours will be required  
• Due to global nature of the role; English language skills - excellent written and verbal communication will be required  

Job Requirements: 

Education:  

• Educated to degree level  
•  Data and Technology background preferred (Data Science, Computer Science, Engineering) 
• Higher professional or master’s qualification is preferred, not required  

Certification Requirements:  

• Higher professional or master’s qualification in a related discipline is preferred, not required  
• Active membership in related professional bodies or industry groups is preferred, not required 

Experience:  

• Experience in delivering functional reporting solutions for business  
• Experience on supporting reporting capabilities and its implementation (SAP, Oracle, SuccessFactors, custom solutions) in a relevant industry or consulting environment  
• Experience of having worked on reporting and analytics solutions and its delivery   
• Demonstrable experience of collaborating with talent colleagues to understand needs/requirements and of underlying reporting and data governance processes & systems  
• Experience of participating in global dispersed teams to enhance services, processes, and standards  
• Demonstrable experience of working in fast-paced, ambiguous, stressful environments to deliver required results  
• Demonstrable experience of working with third party vendors / external system implementors to deliver reporting solutions  
• Demonstrable experience of anticipating issues and challenges and proactively working to navigate challenges 
• Experience of conducting internal and external research and analysis, providing best practices and insights to drive improvements  
• Demonstrable experience of having worked in a collaborative environment or provide SMR advice to achieve successful change outcomes   

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.  The base salary range for this job in all geographic locations in the US is $130,900 to $252,000.  The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $157,100  to $286,400.  Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.  In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today. 
EY accepts applications for this position on an on-going basis.  

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY  |  Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

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EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process,  please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.