EY Service Delivery Manager – Mobility & CBTS in Kochi, India

Service Delivery Manager – Mobility & CBTS

Core Business Services

Requisition # KOC000OU

Post Date Mon 11 Jun 00:52

Job Summary:

Talent Shared Services (TSS) is a core service line within the HR Services organization, providing multiple HR support services including recruitment support, onboarding support, core HR support, learning administration support, performance management support, CBTS, Mobility admin, HR Systems support etc to EY member firms.

TSS provides services to countries, sub-areas, areas and global people teams and other EY stakeholders These services are delivered from our centers in Dalian, China; Bangalore, Trivandrum & Cochin, India, Wroclaw, Poland and Manila Philippines

The Service Delivery Manager has responsibility for service delivery for an assigned function(s) and geography/geographies. This includes leading a service delivery team, overseeing service delivery operations in accordance with the established policies, procedures and service level agreements while building positive and productive relationships with customer contacts and stakeholders.

The Service Delivery Manager – Mobility & CBTS role will be responsible for the CBTS & Mobility Admin Support team in Cochin. A team of more than 35 Associates, Sr Associates & Supervisors provide support to EMEIA & APAC area’s for various activities under the mobility & to the globe under CBTS umbrella.

The above job roleis also responsible for managing the service delivery of CBTS & Mobility Admin Support team at Cochin. This includes leading the Mobility Admin Teams & CBTS contact center in Cochin, overseeing its operations in accordance with the established policies, process, procedures and Service Level Agreements whilst building positive and productive relationships with clients and stakeholders.

Essential Functions of the Job:

  • Ensure delivery of the agreed services to the clients in various countries, regions and areas on a timely basis

  • Manage, monitor and review the overall quality of service provided

  • Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services;

  • Work with customer representatives, GDS-ES Leadership and HR Services Leaders in identifying Learning Admin activities from countries / regions that can be transitioned to TSS

  • Ensure smooth and timely transition of new work to TSS (in coordination with GDS transition and other Support functions)

  • Develop, maintain up-to-date work instructions for all the processes. Work closely with the BPA team and ensure the updated process maps and work instruction are approved by Change Management Board

  • Develop and maintain up-to-date training materials for all processes. Ensure the team is trained and retrained on all the processes

  • Ensure performance is tracked on a daily basis and reported to TSS India Leader and other stakeholders periodically

  • Develop and share accurate report to clients on weekly, monthly and quarterly basis. Have periodic connects with them

  • Initiate, develop and maintain strong relationships with clients and establish regular communication protocols and contact points

  • Coordinate and manage special projects as assigned by the GDS - ES Leadership and HR Services Leadership.

  • Coordinate the delivery of TSS activities with other GDS service lines as appropriate, including participating in any GDS wide initiatives or projects.

  • Interview and hire staff, liaising with the TSS India Leader where required.

  • Manage, coach and develop all direct reports in line with EY Performance Management and Development Programs and related GDS initiatives. Ensure appropriate training and development plans are in place for the team in coordination with GDS learning team

  • Proactively engage TSS employees, create an environment that motivates individuals and teams and recognizes exceptional performance.

  • Proactively handle and manage any employee concerns and poor performance issues by working closely with the local GDS Talent Team.

  • Prepare and review the annual budget for team in conjunction with overall GDS budget time lines and monitor actual financial results against agreed targets. Follow up with the clients on any pending AR

Analytical/Decision Making Responsibilities:

  • Think creatively and provide innovative suggestions that will improve service delivery. Prioritize and manage the implementation of multiple initiatives to improve productivity and efficiency.

  • Challenge and provided alternative or solution to existing processes and implement them after following the required protocol.

  • Act as an escalation point for all service delivery issues and ensure timely closure of all issues to the satisfaction of the customer.

  • Continually review and maintain the TSS organization structure, ensuring resources are available and capable of meeting agreed business and customer requirements, including periods of peak demand and absence.

  • Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery.

  • Work collaboratively with larger TSS team in other centres & functions to develop and share best practices