EY Supervisor - Business Support Centre in BC, Canada

Title: Supervisor - Business Support Centre

Location: CA-BC-Vancouver

Job Number: VAN000QS

EY’s people in more than 150 countries are committed to operating with integrity, quality and professionalism in the provision of audit, tax and transaction advisory services. We strive to help all of our people achieve their professional and personal goals through an inclusive environment that values everyone's contributions, appreciates diversity of thought, fosters growth, and provides continuous opportunities for development. Recognized as one of Canada's top employers, EY continually strives to be a great place to work.

We are seeking a Supervisor to join our ESS leadership team within our Vancouver Business Support Centre (BSC). This role also encompasses Intake Coordinator responsibilities, in addition to providing administrative support to our BSC customers.

Qualifications:

BSC Supervisor Responsibilities:

  • Resource Management: Supervises and monitors workload of administrative support staff. Ensures allocation of effective work assignments and back-ups. Proactively responds to changing business and staff requirements (e.g., Flexible Work Arrangements, leaves, promotes, office moves, new hires, etc.). Keeps abreast of, and where appropriate, communicates changes in practice groups, organizational structure, policies and procedures. Ensures adherence to firm policies, processes and standards. Provides additional support as and when required.

  • Recruitment: Participates in the recruitment process by preparing approval forms and postings, conducting interviews and coordinating the hiring process. Partners and communicates with Human Resources and internal clients regarding the status of the recruit. Provides input into salary, start date and training requirements.

  • Staff Performance and Development: Supervises and monitors performance of administrative support staff. On an ongoing basis, solicits feedback from client servicing staff, communicates feedback to staff and acts as a mentor and coach. Provides input into performance reviews and conducts annual performance review meetings. Assists/trains staff in the development of their annual goals, and monitors and provides feedback on the status of goal achievement.

  • Morale: Fosters a positive working environment and contributes towards high morale for administrative support staff through effective change management processes, including holding regular team meetings, rolling out ESS initiatives. Recognizes staff contributions.

  • Administration: Record staff attendance (vacations, illness, personal days, use of banked time), and overtime (paid or banked).

  • Collaboration: Team with national and local ESS leadership team, including special projects, firm initiatives and support other ESS team members.

BSC Intake Coordinator

The Intake Coordinator is part of a service delivery team that works with many areas of the firm as the entry point for customers seeking support with specific administrative activities, evaluate work requests, communicate scope of services, route materials accordingly, and manage customer relationships.

BSC Intake Coordinator Responsibilities:

  • Monitor shared mailboxes and accurately and efficiently process incoming support requests into a tracking database.

  • Review customer-submitted work requests and input into work request tracking database. Refer customer queries to appropriate management.

  • Advise clients on scope of services offered.

  • Develop and manage customer relationships. React appropriately to unexpected situations and communicate situations to National BSC Leader as necessary.

  • Make resource assignments based on assessment of project requirements and by applying knowledge of staff skill sets.

  • Work with National BSC Leader to ensure urgent and critical work requests are being handled.

  • Escalate matters to supervisor that require immediate attention.

  • Alert National BSC Leader of any potential workload issues. Maintain knowledge of tracking tools and submission documentation.

  • Assist with special projects, as needed.

  • Share knowledge of tools, websites, file formats, operating guidelines and quality standards, and intake process.

  • Pursue and share leading practices with team.

  • Provide input for future staffing/resource needs.

  • Interacts effectively and maintains a positive demeanor in a fast-paced environment, while demonstrating tact and diplomacy.

  • Dependable, strong teaming skills and the ability to prioritize and meet deadlines.

BSC Executive Assistant Responsibilities:

  • Document Preparation & Management: Formats and edits letters, memos, reports and presentations from draft stage to client-ready work. Uses independent judgment to compose general, non-technical business documents. Privy to and protects confidential materials.

  • Engagement/Practice Support: Possesses general knowledge of the types of services the Firm/Practice provides. Adds value through recognition of clients and client-serving personnel. Understands the work Engagement/Practice.

  • Financial Management Support: Has in-depth knowledge of, and performs tasks supporting the client engagement management process, including SOWs, PACE and billing. Uses appropriate tools to ensure compliance of time and expense tracking/reporting. When requested, review client engagement workbook and conduct further research to resolve discrepancies.

  • Travel & Meeting Coordination: Coordinates cost-effective and sometimes complex domestic and international travel arrangements and itineraries. Makes arrangements for meetings, conferences, and events.

  • Time and Calendar Management: Establishes a systematic method for self and others to track time commitments and the completion of tasks.

Qualifications:

  • Leadership experience preferred

  • Demonstrates good judgement and decision making skills.

  • Outstanding customer service skills, with individuals at all levels.

  • Excellent written and verbal communication skills.

  • Strong interpersonal skills to deal effectively with all situations, all levels of staff, including PEDDs.

  • Highly motivated, positive with a strong team spirit. Able to adapt to change and act as a positive role model for change within the team.

  • Ability to work effectively in a virtual team environment.

  • Strong attention to detail.

  • Strong organizational skills, ability to prioritize and meet deadlines in a fast-paced environment; sense of initiative.

  • Demonstrates proficiency with standard software applications, such as Microsoft Office and other basic applications.

  • Must be flexible, resourceful and have the ability to handle a multitude of tasks at once.

  • Minimum 5 to 7 years of strong Executive Assistant experience.

  • SAP experience an asset.