Customer Service Manager - EY Global Delivery Services

Position Summary:

The Customer Service Manager is responsible for the overall operations of the call center. You manage a team of on-site customer service professionals with a focus on providing exceptional customer support. You are a high achiever and are someone who is willing to go above and beyond on a daily basis. You have a startup mentality and succeed in a fast-paced environment. You are motivated by learning, helping others, and achieving goals. You are a team player who can effectively manage, communicate, and work with others.

Manage an in-bound call center and a centralized mailbox for Finance-related queries in accordance with established department and firm policies, procedures, and Service Level Agreements (SLAs).  This includes strategic and tactical planning, monitoring results and established benchmarks, and meeting department goals and budgets. 

Essential Functions of the Job:
•     Customer Service Manager who leads a team of call center professionals handling a high volume of inbound phone calls and emails on behalf of our internal partners/employees, external clients, or suppliers
•    Manage your team to achieve key performance indicators (KPIs) with a focus on quality assurance (QA), schedule adherence, and employee satisfaction
•    Collect data from internal call management system and analyze to develop strategies to meet and exceed KPI’s
•    Collaborate with internal stakeholders to improve internal policies and procedures
•    Develop your team through ongoing coaching, mentoring, training, and inspiring
•    Provide a positive work environment that fosters teamwork and improves employee retention
•    Assist with customer escalations via phone or email
•    Hire, develop, and inspire a team of customer service representatives
•    Challenges existing processes and approaches; prioritizes and manages the implementation of department initiatives and projects that improve operational efficiency, effectiveness, internal controls, and/or customer service
•    Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service

Analytical/Decision Making Responsibilities:
•    Supporting our internal partners/employees to navigate through our complex finance systems, policies, and procedures
•    Frequently educating our partners/employees on policies and procedures
•    Supporting our partners/employees to have a better user experience with our complex finance systems
•    Challenges existing processes and approaches and drives strategic innovative suggestions
•    Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent customer service
•    Approves operational policies and procedures
•    Approves benchmarks and/or KPI measurement programs
•    Provides leadership in analyzing resolving and determining root causes of complex issues

Knowledge and Skills Requirements:
•    Understands the Firms’ business,organization structure and is a subject matter resource on the operations with other functional departments (including but not limited to Time & Expense, Accounts Payable, General Ledger and Accounts Receivable)
•    Requires advanced knowledge of Finance policies and procedures
•    Advanced proficiency with Firm standard technology including Windows, Excel, Word, Outlook and our financial SAP systems 
•    Case Management tools/tracker, and other Finance related applications (i.e., SAP, Concur)
•    Ability to anticipate clients’ needs based upon trend information and client dialogue, and facilitate enhancements where appropriate
•    Resolves client issues proactive and timely
•    Approve work stream procedures and staff training to minimize disruption of services
•    Effectively prioritizes responsibilities and manages multiple competing priorities
•    Experience and knowledge of change management principles, methodologies, and tools
•    Ability to analyze complex problems and deliver insightful and practical solutions
•    Acute business acumen and understanding of organizational issues and challenges
•    Ability to work in a team and to influence and engage with others 
•    Exceptional communication skills – both written and verbal; excellent active listening skills
•    Flexible and adaptable; able to work in ambiguous situations
•    Prior call center management experience
•    Experience in implementing call center best practices, including developing and implementing policies, procedures, service level agreements, and training 

Supervision Responsibilities:
•    Performs duties and responsibilities with limited supervision 
•    Trains, develops, mentors and motivates Supervisors including setting performance expectations and providing regular ongoing balanced performance feedback
•    Exercises a high degree of independence and autonomy
•    Promotes an environment that encourages effective teamwork and collaboration
•    Manages expectations of customers and approves standards for delivering quality customer service

Other Requirements:
•    Working hours, flexible work arrangements and time off may be limited during specific times due to business demands
•    Responsible for monitoring and approval of all department overtime
•    Limited travel may be required
•    Working full time in the EY office will be required
 

Job Requirements:
•    High school diploma or equivalent required
•    Bachelor’s degree in finance/accounting strongly preferred

Experience:
•    Minimum of 7-to-10 years of progressive  high volume Call Center related work experience
•    Specific knowledge of Finance functions preferred, i.e., Expense Audits, Accounts Payable, General Ledger, and Accounts Receivable, etc.
•    SAP and SAP Concur knowledge is beneficial
•    100% fluent in English in both written and verbal forms