EY GDS - TSS Operations Manager in Taguig City, Philippines

GDS - TSS Operations Manager

Core Business Services

Requisition # TAG000BH

Post Date Jun 29, 2018

Job Summary:

Talent Shared Services (TSS) is a core service line within the Global Delivery Services (GDS) organization, providing multiple HR support services including recruitment support, on-boarding support, and people data administration, learning administration and performance management support to Ernst & Young 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 infra-structure.

These services are delivered from our centers in Dalian, China; Kerala, India; Wroclaw, Poland; Manila, Philippines

Job Description:

  • Manage, monitor and review the overall quality of service for TSS processes within a multiple country/ multiple language environment on a timely basis. Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services;

  • Work with customer representations and GDS-Core Business Services (CBS) Leadership to develop appropriate strategic and tactical TSS transitions and implement successfully. Monitor and report progress on a timely basis

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

  • Develop, maintain and review appropriate work instructions and appropriate training materials for TSS employees. Ensure clear role profiles are available for each team member

  • Interview and hire staff, liaising with the TSS-CBS TSS Leader where required

  • Manage, coach and develop all direct reports in line with EY Performance Management and Development Programs and related GDS-CBS initiatives. Ensure appropriate training and development plans are in place for all TSS staff in coordination with local and GDS wide training protocols.

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

  • Prepare and review the annual budget for TSS in the GDS center in conjunction with overall GDS budget time lines and monitor actual financial results against agreed targets

  • Work collaboratively with other TSS Managers, from other centers to develop and share best practices and ways of working and use as a support mechanism in handling issues and pan GDS-CBS priorities


  • Bachelor’s degree in Business Management, HR or equivalent, preferably with MBA

  • At least 8+ years of progressive experience including 5+ years of management experience from a large organization, either partnership or multi-national corporation

  • In depth working experience from Human Resources, Shared Services Centre operations and/or BPO operations

  • Strong communication (verbal and written) and interpersonal skills – able to handle conflict situations and resolve issues satisfactorily

  • Culturally sensitive, capable of handling interactions with a “global mindset”

  • Demonstrable facilitation and presentation skills

  • Proficiency with HR specific technology (PeopleSoft and/or Taleo is an advantage)

  • Proficiency with EY standard loadset such as Lotus Notes, IE, Windows, Excel, Word, PowerPoint

  • Willing to work in McKinley Hill, Taguig City

  • Willing to travel abroad, occasionally