Functional Account Manager

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Job Summary:

Talent Service & delivery is a core service function within the Talent Delivery Function providing Talent services across the portfolio including External Workforce office, Talent Service Delivery and Experience, People Listening, Talent Mergers and acquisitions and Talent Compliance and ISQM. The Functional Account Management Team are part of the Talent Service Delivery and Experience Function whose primary objective is to ensure an exceptional experience for all users of EYs Talent services including Recruitment, onboarding support, core HR support, learning administration support and digital talent services.

Talent Service & delivery support the delivery of Talent Services to EY member firms globally in partnership with internal Region and Function Talent, as well as through Vendors who deliver services from a number of offshore locations.

The Functional Account Management Team’s (FAMTs) key purpose is to manage the relationship between vendors and EY member firms, ensuring effective delivery of EY Talent Services and achievement of EY’s SLAs and quality standards. Leveraging a deep understanding of service delivery best practice as well as HR functional expertise, they work closely with both vendors and member firms to ensure work is delivered in alignment with agreed processes, manage and resolve issues/escalations and support opportunities to optimize and improve services. This role works closely with Talent Service delivery leadership and Global Talent function leadership to address key issues, identify trends, ensure ongoing review of metrics and standards, ensure alignment to global roadmaps and represent the Service Delivery perspective in Functional initiatives. They also work closely with Supply Chain services to ensure vendors meet contractual performance obligations and manage change requests.

Focus: The FAMT role may be aligned to a specific Talent Function(s) or Region(s) depending on need.

Key Interactions: Talent Service & delivery Leadership, Region Talent Leadership, Talent Function Leadership, Supply Chain services, Vendor Service Delivery teams

Key Responsibilities:

The Functional account management Team (FAMT) provides dedicated support to EY Region Member firms, providing relationship management and facilitating the effective delivery of Talent services by vendors for EY. The FAMT role provides a broad spectrum of support from the transition of processes to vendors, overseeing vendor-led transformation initiatives, management of process-related change requests and facilitating issue management and conflict resolution between vendors and functions/regions.  More detail on the role’s responsibilities are outlined below:

Functional Account Manager:

Functional governance – Provide governance representing Global Talent Functions across Regions supported:

• Review process related change requests (from Global and Region) to ensure alignment to global process model, best practice / experience impacts and effort / FTE impact estimation ​
• Drive alignment to EY processes across locations
• Facilitate review of vendor driven process improvement ideas with Global Function teams
• Facilitate/ oversee transition of processes to BAU
• Work with vendor, Regions, functions on review and implementation of vendor delivery-led transformation initiatives​
• Review and sign off on Work Instruction changes​

EY driven Talent Transformation initiative - Work with EY project teams, functions, and product owners in implementing Enterprise Transformation Initiatives:

• Act as SMR for Talent service delivery during design phase (current state and future state design)​
• Support review of operational impacts / FTE impact​ for EY led changes
• Consult and provide insights on potential impacts for change mgmt. and communications​
• Consult on testing activities and scenarios​
• Support vendor appointed representatives to ensure effective execution ​
• Escalation point where there are concerns relating to vendor participation​
• Ensure vendor appropriately executes on required communications and change management plans
• Provide oversight to vendor during training of service delivery teams
• Support transition activities to ensure effective transition to BAU

Transition management – support the transition of processes to vendor:

• Act as SMR and consult on planning and design of transition of work to vendor
• Support knowledge transfer and testing activities
• Ensure smooth transition to BAU state

Stakeholder relationships​ – manage relationship between EY Talent and vendors;

• Act as account manager, supporting EY Talent stakeholders in navigating vendor structure, processes and relationships.
• Work with the US Talent and Talent functions to identify and address trends, working with the relevant teams​
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• Contract Management:​

• Liaise with EY vendor management team on contract performance and functional roadmap​
• Act as advocate for talent regarding change requests and facilitate talent governance process on behalf of vendor.
• Periodic review of quality measures and performance standards.​​

Issue Resolution:

• Facilitate issue management and conflict resolution between vendor and EY functions/regions.​
• Level 3 escalation focal for functional service delivery issues​
• Ensure vendor provides a root cause analysis and completes all agreed corrective and preventive actions for Data Privacy Incidents (including review of RCAs)​

Other Requirements:

• Occasional travel will be required for global meetings
• Frequent meetings with others across global time zones will require some calls to be made outside of standard business hours

Education:

• Bachelor’s Degree

Experience:

• 5 years+ experience in service delivery, operational excellence, HR Process or shared services for a multinational organization
• At least 5 years of experience in a managerial position, involving strategic operations, planning and execution of global KPIs
• Experience in building high performing teams across generations, cultures and locations
• Experience across client/internal projects, focused on the development, improvement and deployment of products or tools including change management.
• Experience in transitioning and / or setting up new roles from the onshore organization to offshore centers.
• Proven track record of working with a senior stakeholder population and demonstrating customer centricity.
• Experience working

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