EY HR Employee Services Manager - 13 Month FTC - Birmingham in England, United Kingdom

Title: HR Employee Services Manager - 13 Month FTC - Birmingham

Location: GB-England-Birmingham

Job Number: BIR001J5


Reporting to the Head of Employee & Advisory Services in the HR Shared Service Centre, the Employee Services Manager will lead on the day to day management of the Employee Services team to ensure service delivery excellence within specified procedural guidelines and timescales, effectively managing stakeholder relationships. The focus will be on the effective operational management of the team, demonstrating continuous improvements in processes and efficiencies as well as managing change within the team

Essential Functions of the role:

  • Lead all operational activity and allocation of resources across the Employee Services team to meet team deliverables and individual career goals. Organise the workflow across the team on a daily basis, ensuring full contingency plans are in place and key priorities are achieved. Plan for periods of increased activity through medium and short-term resource planning ensuring optimum productivity of the team

  • Respond to service issues in a timely and constructive way, providing advice and guidance for speedy investigation and resolution. Escalate to the Head of Employee & Advisory Services when necessary

  • Provide leadership to the team, supporting coordinators to increase their knowledge, skill and competence. Build motivation within the team, acting as a role model. Facilitate detailed monitoring and checking of understanding through the team coach, agreeing individual action plans as appropriate

  • Accountable for recruitment of all new team members, developing new and innovative ways to attract talent from the job market

  • Create opportunities to identify added value services. Plan, implement and measure their effectiveness. Constantly review and analyse working practises and develop plans to improve the service and efficiency within the teams

  • Identify potential risk to the firm, and escalate to the Head of Employee & Advisory Services where necessary

  • Demonstrate proficiency and subject matter expertise in all systems used and transactions undertaken by the Employee Services team, ensuring that the team KPI is met and exceeded

  • Lead and develop relationships with operational colleagues in Finance, Risk Management, Talent teams and other stakeholder communities, demonstrating proactive sharing of management information and opportunities to further improve service

  • Manage on behalf of the Head of Employee & Advisory Services change projects at an operational level, working closely with the HRSSC Leadership Team as appropriate

  • Contribute to HRSSC, PSS, CBS and wider HR projects and initiatives

  • Commit to own personal development and completion of appropriate learning and development activities to ensure capability and skills are current

Typical activities

  • Provide regular updates for the Head of Employee & Advisory Services to demonstrate priorities, progress and risks for onward communication to the HRSSC Leadership Team and other appropriate stakeholders within the Talent Team and wider firm

  • Liaise with subject matter experts and internal stakeholders to identify and scope new developments for the benefit of HR Shared Services

  • Plan the future development of services, engage and influence opportunities and monitor implementation. Manage and coach coordinators through new/changing processes, systems and procedures

  • Optimise resource levels across the Employee Services team, ensuring sharing of knowledge and multi-skilling, and resource planning to ensure full utilisation and operation within budget

  • Coach and counsel the team coach, providing continuous feedback on performance and to enable accurate succession planning

  • Provide guidance to the team in making decisions and applying judgement in dealing with non-standard requests. Develop pro-activity and creativity in the team, coaching them to deliver excellent levels of service and to be receptive to change

  • Through the team coach, facilitate daily, weekly and monthly reports and management information to monitor service levels, headcount and absence, and undertake regular audits

  • Own and develop the security clearance service provision, working closely with Risk Management to meet the changing needs of the business

  • Proactively develop the reporting of management information to meet the needs of the business

  • Identify process issues and potential solutions to ensure continuous improvement within the HRSSC, sharing knowledge and best practise

Knowledge and Skill Requirements:

  • Proven experience as a HR professional, ideally in HR Shared Services. Experience of implementing and leading process improvements in a demanding, quality driven, professional environment

  • Extensive knowledge of and interest in, operational HR systems and procedures in a customer focused environment. Able to demonstrate success in process improvement and excellent coaching skills to ensure optimum operational effectiveness

  • Strong interpersonal skills in terms of relationship management, operating standards, commercial outlook and attention to detail

  • Ability to constructively challenge peers and robust decision making

  • Proven track record in successful team management and coaching experience

  • Degree level or equivalent experience


Who we are

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.