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Job title - Senior – Service Management

About EY ACR

Responsibilities
The Service Management (SM) team helps to deploy and deliver robust tracking mechanism for SLA/KPI or any other operations on a day-to-day basis.
The SM team will be responsible for contractual compliance of various aspects of contract like Metric Reporting, Incident Management, Change Management and Governance / Client Relationship Management along with driving automation and analytics.

• Responsible for partnering with the Global ACR engagement teams to drive GDS Payroll delivery initiatives.
• In this role you are required to do analysis and solving of moderately complex problems from Transition to Lifecycle of the contract
• Typically creates new solutions for reporting/analytics, leveraging and, where needed, adapting existing methods and procedures.
• Generally, interacts with peers and/or management levels at a client and/or within EY.
• The person should require minimal guidance when determining methods and procedures on new assignments hence would need experience in setting-up or managing a client engagement for the following processes like Reporting SLA/KPI's, Incident Management, Change Management and Governance / Client Relationship Management
• Decisions often impact the team in which they reside and occasionally impact other teams.
• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within EY.
• Please note that this role may require you to work in rotational shifts.
• Strategic thinking and leadership experience with an emphasis on client engagement/ relationship management and communication at all levels within an organization. Facilitate and coordinate multiple deadlines, create cohesive teams, and respond quickly to management requests.
• Monitor and report client delivery metrics as per agreed SLAs. Ensure seamless reporting to clients and follow up for appropriate measures on action items.
• Strong understanding and proven abilities of executing SM concepts for Finance and Accounting and various market landscape that will determine the value proposition and competitive advantage for the shared service engagement teams.
• Actively work with GDS ACR SM Leader and internal team members in identifying and implementing the process standardization, simplification and automation opportunities, and act as a mentor/support for the GDS teams.
• Coach, mentor, train and coordinate the activities of the team
• Effective work planning and capacity utilization to manage an efficient service delivery.

Key Competencies and Skills

• Strong client relationship skills and account management in the Finance and Accounting domain.
• Exposure to multi-country Finance and Accounting project lifecycle in a client service environment
• Should be an Expert in understanding the Finance and Accounting rules and legislations in a multi-country environment at a high level.
• Experience in developing cross functional teams in a multi-disciplinary practice and ability to lead a team of experienced professionals.
• Good understanding of the Technology enablers and supporting trends to advise clients on innovative solutions around delivery.
• Driven operational excellence by adopting a continuous improvement mindset, delivery excellence using Six Sigma etc., process efficiencies and ability to effectively implement change management.
• Proven ownership of delivering on strategic projects
• Expert numeracy skills, attention to detail and accuracy
• Exposure to global Finance and Accounting Platform for reporting using SAP, SNOW, Celonis, Alteryx, Python, Jet etc., is an added advantage.
• Excellent presentation and interpersonal skills
• Strong client and stakeholder management skills

Qualifications & Experience

• Graduate/ Postgraduate with overall 3-7 Yrs. of experience.
• At least 3+ years in a client serving role is a must.
• Business understanding and clients handled in Finance/Payroll/ HR domain is preferred.
• ITIL/PMI/ PRINCE or equivalent project management certification preferred, but not necessary.

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