Talent Services - External Workforce Office (EWO) Operations Coordinator

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Job Summary:

Talent Services (TS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including HR Enablement, Recruitment support, Onboarding support, People Data Administration, Learning Administration, Cross Border Travel, Global Mobility and Performance Management support to EY member firms. TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure. These services are delivered from our centres in Dalian, China; Kerala, Trivandrum and Bangalore, India; Wroclaw, Poland; and Manila, Philippines. TSS team delivers consistent, high-quality and operationally efficient HR transactional services to EY through a globally efficient and effective network of GDS centres. 

 
Virtual Talent Hub (VTH) for the respective function is an integral part of TS service offerings where the extended delivery model is used along with high-quality skills and competencies delivered virtually. This is across service lines and regions – delivering non-repetitive project-based work through skilled, agile teams. The team in the virtual hub is an extension of the regional talent teams and will cover operational/non-transnational scope. 

External Workforce Office Team is responsible for the administrative support of EY’s global contingent workforce program, enabled by the technology platform called SAP Fieldglass.

The EWO Operations Coordinator is responsible for providing efficient and quality transactional support to internal EY managers, employees, contractors and external suppliers. The Operations Coordinator is responsible for executing defined tasks in the SAP Fieldglass vendor management system and managing incoming requests, queries and issues from all stakeholder groups via our case management tool, Service Now.  The Operations Coordinator will act as the main point of contact for specified transactional tasks and 1st line support queries from in scope countries/regions and taking responsibility for the resolution of those queries to a satisfactory conclusion.

Essential Functions of the Job:
Perform established tasks, as defined in the Operations Manual, in a professional, timely and accurate manner. Tasks include, but are not limited to:
    Monitoring and actioning Fieldglass dashboard escalations (i.e. approval workflow, unfilled job postings, pending work orders, overdue on and offboarding activity) - Manage workload and performance against established service and operational level agreements, 
    Tier 1 helpdesk (Service Now) – ownership and responsibility for carrying out Tier 1 help desk support on a day-to-day basis.  This will include liaising with people of all levels within the organisation and proactively taking ownership of all queries through to successful conclusion as well as managing escalations,
    Running end user surveys, analysing these, identifying trends,
    Reviewing and adding job templates,
    Monitoring spend thresholds, track tenure and end dates
    Generating global system standard reports - using the Fieldglass system to run requested reports and generate required data, 
    Maintaining accurate and up-to-date documentation of processes and policies, 
    Providing support for ad hoc projects as required, 
    Identifying service improvements (process, people, technology).

Knowledge and Skills Requirements:

    Possess high proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams, SharePoint, etc)
    Experience in supporting transactional tasks and 1st help desk queries including usage of case management tools e.g. Service Now,
    Previous systems experience, VMS ideal but not mandatory (SAP Fieldglass, Beeline, IQN, etc),
    Office experience within a busy and challenging administrative role or client focused environment, 
    Experience of supporting remote stakeholders in English language (verbal and written), 
    Global working/mindset.

Other Skills Requirements:

    Ensure all advice and support provided to the business accurately reflects the relevant policies and legislation
    Ensure quality of work (written and verbal) reflects the required standards of the team
    Ensure the detail within all documents generated or processes undertaken are accurate
    Produce all reports accurately and within required timeframe
    Absorbs information and relates to defined policy and process
    Understands reports produced and can identify trends or issues
    Management of day-to-day queries
    Ensure all queries are handled within the required timeframe
    Continually examen current process and share ideas of how to improve said processes
    Identify potential problems and escalates these where appropriate
    Identifies opportunities for improvement and shares these with wider team
    Makes decisions in line with defined policy and process
    Actively seeks sources of guidance, data or information to inform decisions
    Escalates issues that require higher levels of decision making or authority at the appropriate times 

Job Requirements:
Education:

    Bachelor’s degree.
    Diploma in Human Resources will be an added advantage

Experience:

    Minimum of 4 years of progressive experience in HR or related field at a coordinator or administrative level 
    Demonstrated experience working with different stakeholders with competing needs 
    Working in international and diverse environments 
 

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