L&D TS Supervising Associate_Canada_Consulting Learner Support

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. 

Supervising Associate, Consulting Learner Support
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
The Supervising Associate, Consulting Learner Support is responsible for leading the learner support and learning operations activities in Consulting. The role serves as the central point of coordination for learner inquiries, Consulting mailbox operations, learning administration, financial processes, reporting, knowledge management and continuous improvement.
Working closely with Consulting Learning leadership, pillar leaders, Deployment, Finance and vendors, the Supervising Associate independently manages requests, strengthens operational controls and identifies practical ways to simplify work and improve the learner experience. The role exercises significant judgment when assessing learner and stakeholder requests, determining the right path forward, balancing business needs with policy requirements, and resolving issues that do not have a documented solution.
Success requires exceptional written and verbal communication, sound judgment, advanced Microsoft 365 skills and the ability to manage competing priorities with accuracy and limited supervision.
Your key responsibilities
1. Elevated Learner Support & Mailbox Management
•    Serve as the primary point of contact for Consulting learner support across Risk Consulting, People Consulting, Technology Consulting and Business Consulting
•    Own the day-to-day management of the Consulting learning mailbox and related support channels, including intake, triage, prioritization, response, escalation and closure of requests
•    Provide clear, accurate and timely guidance on learning policies, registrations, assignments, certifications, external learning requests, compliance requirements, learning records and learning technologies
•    Investigate and resolve complex learner issues by coordinating with Learning, Deployment, Finance, and external vendors, while keeping pillar leaders informed through resolution
•    Apply sound judgment to distinguish standard requests from issues requiring escalation, while maintaining service quality, confidentiality and appropriate documentation
•    Develop and maintain learning FAQs, response templates, quick-reference guides and knowledge articles to improve clarity and strengthen self-service
•    Monitor mailbox volumes, recurring questions, resolution times and learner feedback to identify trends and recommend service improvements

2. Learning Operations & Program Administration
•    Coordinate operational activities for Consulting learning programs, certifications, curriculum and mandatory learning requirements
•    Manage learner rosters, nominations, enrollments, assignments, assessments, vouchers, licences, attendance records, completion data and related communications
•    Support the administration of strategic learning initiatives and technology-related programs, including SAP, Microsoft, ServiceNow, CISSP and CCSP offerings, as applicable
•    Coordinate new-hire learning activities, including list reconciliation, assignment validation and preparation of recurring learner communications
•    Support compliance-related learning processes, including monitoring, reminders, reporting, follow-up and maintenance of audit-ready records
•    Partner with Deployment teams to coordinate program logistics, materials, links and operational requirements

3. Facilitator & Stakeholder Support
•    Coordinate the identification, confirmation, onboarding and preparation of facilitators for upcoming learning programs
•    Support Train-the-Trainer sessions, facilitator communications, recognition activities and troubleshooting before, during and after learning events
•    Coordinate operational planning calls, maintain action logs and follow through on commitments, risks and dependencies
•    Prepare concise, professional stakeholder communications, program updates and executive summaries
•    Build trusted relationships with learners, Consulting leaders, facilitators, vendors and cross-functional teams, adapting communication style to the audience and issue

4. Budget, Accrual & Vendor Management
•    Support Consulting operations manager with budget tracking, forecasts, commitments, accruals and expenditure reporting to support financial accuracy and timely decision-making
•    Prepare and validate monthly or period-end accruals, reconcile supporting documentation and follow up on outstanding financial items
•    Coordinate invoice submission, validation, coding, tracking and issue resolution, including processing through applicable internal systems
•    Maintain organized records for vendor contracts, renewals, service agreements, approvals and learning partnerships
•    Monitor vendor invoices, payments and budget allocations, escalating risks, discrepancies and potential variances promptly

5. Process Improvement, Reporting & Knowledge Management
•    Develop, document and maintain standard operating procedures, process maps, trackers, controls and governance materials
•    Use Microsoft 365 tools to streamline workflows, reduce manual effort, improve data quality and strengthen visibility across the team
•    Create and maintain reports and dashboards that translate operational data into clear, actionable insights for stakeholders and leadership
•    Maintain SharePoint and Teams sites, participant hubs, repositories and learning resources so information is accurate, current and easy to navigate
•    Promote consistent ways of working across Consulting pillars while recognizing legitimate business-specific requirements
•    Contribute to team planning and provide coverage during high-volume periods, program launches and critical reporting cycles

Skills and attributes for success
•    Exceptional written and verbal communication skills, with the ability to draft clear, polished messages and explain complex processes in a practical, audience-appropriate way.
•    Strong interpersonal and stakeholder management skills, with confidence engaging learners, facilitators, vendors and senior leaders.
•    Advanced proficiency in Microsoft Excel, including data validation, lookups, pivot tables, reconciliations and analysis; strong proficiency in PowerPoint, Outlook, Teams and SharePoint.
•    Ability to create professional presentations, reports, dashboards, templates and process documentation using Microsoft 365 tools.
•    Strong organizational and project coordination skills, with the ability to manage competing priorities, maintain attention to detail and meet deadlines with limited supervision.
•    Analytical and problem-solving mindset, with demonstrated ability to identify trends, assess risks, resolve issues and improve processes.
•    Service-oriented approach, sound judgment, discretion and accountability when handling sensitive or high-impact requests.
•    Confidence learning new systems and using technology to improve efficiency, consistency and the learner experience.

To qualify for the role, you must have 
•    A minimum of 5+ years of experience in learning operations, learner support, learning administration, project coordination, business operations or a related function.
•    Demonstrated experience managing a shared mailbox or service channel, including triage, stakeholder communication, issue resolution and escalation management.
•    Experience supporting budgets, accruals, invoices, forecasts or other financial administration activities.
•    Advanced capability in Microsoft 365, particularly Excel, PowerPoint, Outlook, Teams and SharePoint.
•    Experience preparing reports, dashboards and business communications for a range of audiences, including leadership.
•    Proven ability to work independently in a fast-paced environment while collaborating effectively across teams.

Ideally, you will also have
•    Experience in a professional services, Consulting or complex matrixed organizational environment.
•    Experience with learning management systems, learner support tools, workflow automation or knowledge-management platforms.
•    Exposure to vendor management, certification programs, compliance learning or continuing education processes.
•    Experience supporting multiple business portfolios or service lines through a centralized operating model.

What we offer

At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work.
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you to decide which benefits are right for you and which ones help you create a solid foundation for your future.  Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:
•    Support, coaching and feedback from some of the most engaging colleagues around
•    Opportunities to develop new skills and progress your career
•    The freedom and flexibility to handle your role in a way that’s right for you

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.