EY PAS GES - Manager in Bangalore, India

PAS GES - Manager

Tax

Requisition # BLR001JF

Post Date Dec 05, 2018

Job Description – DRAFT FOR REVIEW & COMMENT

Position: Global Engagement Coordinating Manager, Service Management, GDS PAS Tax

Rank: Manager / Senior Manager

Title: Engagement Service Manager (ESM)/ Global Coordination Manager (GCM)

Education: Graduate and above

Experience: Total 10+ years of experience with 2-3 years of relevant experience in Client Relationship

People Advisory Services

People Advisory Services (PAS) harnesses the collective power of our Human Capital capability in an integrated sub-service line. With an enhanced set of joint people capabilities, we provide our clients with an effective and efficient set of integrated services and offerings solving their most pertinent elated business challenges.

Driven by our focused insight and innovation, PAS is best positioned to respond to the scale and complexity of how and where our clients work globally, making us the trusted advisor of choice to our clients and creating more opportunities for our people. PAS is broad and represents capabilities and offerings that support our client’s transformational and transactional agendas, management of evolving workforces, changing role of HR in support of business strategy and the strategic deployment of talent.

In order to drive forward the growth of PAS we are seeking an experienced Manager / Senior Manager with relevant expertise to support the growth of the team and successfully deliver client assignments, broadly covering the following areas: Change Management, HR Transformation, Workforce Transformation, Organisational Design and/or HR.

Job Purpose

To take responsibility for the seamless end-to-end client experience across all services provided by the GDS and the country tax practice, with proactive oversight and coordination of both service delivery and customer relationship management. This includes that all deliverables (from tax returns, briefings, communications, responses to queries, reports, invoices etc) are received by the client on time and to the expected quality. Is also essential to underpin the focus with a commercial mindset in everything which is done in order to increase profitable growth and margin improvement, and therefore that delivery of services across the GDS and via the UK onshore team is in accordance with the agreed financial budgets set for the engagement.

The ESM/GCM is client-facing, and holds the primary/principle day-to-day relationship with the client’s mobility contact/s. To be effective, it is important the ESM has a good understanding of their client’s business, the specifics of their mobility program and country/business unit nuances.

For engagements which require the involvement of multiple EY offices, the ESM, and their team, oversee, coordinate and manage participating countries across the EY network to ensure all mobility services per the contracted SoW are delivered and that agreed KPIs/SLAs are met in an efficient and cost effective manner. The ESM takes ownership for problem solving and the resolution of escalations, from the client and the EY network countries.

As the primary engagement service delivery Manager, the ESM will work closely with the onshore Engagement Partner and their onshore Account Lead, and with each of the delivery teams within the GDS and across the EY network. The ESM will also be responsible for managing adhoc projects (end-to-end or parts of projects) and for proactively identifying and leading ongoing process improvements so as to improve margin and profitability while enhancing the client’s experience of EY, by establishing, maintaining, and strengthening client relationships.

Accountability

  • Facilitate smooth and complete end-to-end compliance management in collaboration with constituent teams across the EY Network

  • Be the point person on mobility engagement for EY network and the client’s primary contacts

  • Have oversight and control on delinquent assignee reporting, effective new assignee initiations and set-up in GlobalOne(or equivalent), that briefings are set-up and reported, eligibility lists, the Tax calendar process, Global organizer deployment and management, dashboard and client reporting and KPI/SLA management across delivery teams, mailboxes are monitored and client questions and queries are answered in a timely manner, and that correct and accurate invoices are issued in accordance with EY’s standard terms

  • Manage EY’s risk management protocols and engagement requirements to adhere to our Firm’s data protection and all related QRM requirements to mitigate any claims against the Firm.

  • Work with teams to proactively identify and resolve issues including escalation management as part of ongoing service delivery

  • Monitor and report on engagement financials, ERPs, margins and resource leverage trends.

  • Perform budget to actual variance reporting

  • Develop and manage project and transition plans, including roadmap, work plan, budget, timeframe, responsibilities and accountabilities

  • Lead the smooth delivery of project outcomes through status tracking, issues & risk tracking, change control monitoring and reporting to project stakeholders

  • Contribute as an effective Engagement team member and take accountability for deliverables

  • Create value to clients independently- bringing good project and change management skills and past client experiences

  • Develop and manage Engagement and process knowledge for use by delivery teams

  • Focus on developing and deploying tools/ methods/ best practices and ongoing improvement initiatives

Key skill requirements

  • Client service management, ideally within a Mobility environment although not essential.

  • Experience in scoping projects and successfully managing client expectations and requirements

  • Demonstrates an understanding of, and sensitivity to stakeholders’ needs and expectations

  • Good judgment, tact and decision-making ability

  • Good analytical and critical thinking skills

  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

  • Previous experience in managing several project initiatives end-to-end simultaneously

  • Ability to manage ambiguity and the political aspects of change and communications

  • Ability to build and maintain good working relationship across many different services and organization levels

  • Excellent written, oral and presentation communication and stakeholder engagement skills, and sufficiently self-aware to recognise their impact on others

  • Ability to work and team with a multitude of different people and different cultures

  • Respect for the diversified and inclusive work culture

  • Ability to learn and pick better roles and responsibilities in due course.

  • Confident and self-motivating attitude

Additional desirable skills:

  • Experience with PMOs

  • Experience in coaching engagement and project team members

  • Strong MS Office skills – Excel, Word, Powerpoint

Key relationships

  • Engagement Partner, Onshore Account Lead, the EY network country leads, GDS Process Leads

  • Client Mobility Corporate program owner and their network of country/business contact/s