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Job Title: Global EWO Operations Lead - Assistant Director 1
The management of EY’s External Workforce (EWF) is enabled through cross functional partnerships that leverage EY’s ecosystem across the organization. It brings together functional representatives, that own or influence a process that touches a contingent workers lifecycle. The External Workforce Office supports country-based deployments of SAP Fieldglass, where strong involvement from global and local/country deployment teams is required.Post deployment, the EWO provides ongoing operational support and acts as the Centre of Excellence for EY’s external workforce:
- Ensures global strategy and direction of contingent worker program aligns with EY’s business & organizational goals
- Assists in driving adoption of the program and the planning and execution of future FG deployments
- Provides guidance and support to local EWO CoE
- Leads the Level 1 Support team, overseeing ticket management and issue resolution, escalating to technical support as required, and acting as the key point of contact for user queries and knowledge sharing.
The opportunity
The Global EWO Operations Lead is responsible for leading the External Workforce Office (EWO) team in Manila in support of EY’s globalExternal Workforce Management Program, enabled by the technology platform called SAP Fieldglass.This role supports the Global EWO Lead to develop EWF services and team operations, and is responsible for achieving all SLA and KPIs relating to the management of incoming requests, queries and issues from all stakeholder groups (including but not limited to contingent workers, hiring managers, clients, suppliers and candidates). The EWO Operations Lead is responsible for maintaining a high-quality level of service to these key stakeholders, and identifies process and technology improvement opportunities, driving initiatives and project teams to achieve these. The Global EWO Operations Lead is responsible for scaling EWO resources to support additional country deployments per the strategic EWF roadmap, ensuring an appropriate level of operational coverage is provided.
Your Key Responsibilities
- Operate – Assist the EWO Global Lead with monitoring and refining the EWO service delivery model and service catalogue as required, including service and operational level agreement targets and escalation protocols.
- Operate - Monitor Manila team workload and performance against service and operational level agreement targets including but not limited to; responding to queries coming through the Service Now case management tool. Act as the local point for operational escalations. Ensure compliance to all legislative requirements in advice / responses given by team.
- Improve - Ensure productivity targets are met and work to improve these through the proactive management and analysis of repeat issues / queries and putting in place continuous improvement initiatives. Through analysis of operational data and stakeholder feedback, propose process and technology functionality improvements and then lead/support these as appropriate.
- Innovate - Lead the development and ongoing continuous improvement of an External Workforce dashboard to provide detailed, actionable reporting & analytics on the contingent workforce, providing transparency into this increasing workforce.
- Educate – Lead the team in championing the global operating model, and educate users on processes and policies which impact the External Workforce population. Coordinate and facilitate External Workforce community calls to share knowledge, identify pain points, drive adoption
- and support continuous improvement initiatives.
- Lead and Support - Act as Counselor to direct reports:
- Oversee all members of the EWO team in Manila and work closely with local Talent Support to implement experiences, coaching and for learning opportunities in line with the Firm’s learning philosophy
- Lead and coach where required on EY People policies, processes and functional technology support. Actively share knowledge, information and ideas with team
- Motivate team and recognise strong performers and high potential team members. Works with team leads to proactively identify and address individual performance concerns and/or issues. Promotes a strong team environment where all members contribution is valued Ensure team is trained appropriately on all required systems and processes, and manage team scheduling to ensure support spans the operational business hours of deployed countries.
- Have full subject matter expertise of the operational processes and ability to train team members.
- Accountable for Operations Manuals and other process documentation, ensuring regular review and update as appropriate.
- Participate and act as subject matter expert on External Workforce projects and initiatives and where required, coordinate ad hoc projects.
- Manage allocated budget.
- Manage stakeholders – build out engagement plan, actively communicate with and solicit feedback.
- Actively participate in various operational calls.
- Support incoming additional country deployments. Manage expected growth of function in line with increased scope / business development or reductions in staffing levels if required without compromising quality.
To qualify for the role you will be asked to demonstrate the following competencies:
- Accuracy and Quality
- Embeds the process and ensures that team activity occurs within assigned parameters
- Measures performance to understand where improvements can be made to team’s output or processes
- Define management information requirements and ensure reports produced meet needs and are accurate
- Analytical Thinking
- Determines the most appropriate methods of data analysis (i.e. metrics) required to determine support performance
- Examines metrics and performance data to determine suitable service and operational level performance and most effective processes Global Thinking
- Considers how to implement service delivery consistently across regions
- Understands and considers regional differences (if applicable) when expanding program
- Innovation
- Proactively identifies repeat issues / queries as opportunities for service improvements
- Actively promote and implement new processes and methodologies to enhance teams’ delivery
- Motivation
- Identifies potential problems and acts swiftly to eliminate these
- Identifies opportunities for improvement and lead team in the delivery of these practices
- Making Decisions
- Responsible for decisions to maintain and improve the service delivery capability of team
- Responsible for deciding upon activities to increase knowledge share across team
- Decide upon appropriate methodologies to promote and utilise within team
Ideally, you’ll also be able to demonstrate
- Experience in contingent labour vendor management systems (i.e. Fieldglass, Beeline, IQN, etc.) and service delivery environment. Proven track record of building, managing and growing teams. Success in defining, driving and achieving operational targets and operate models.
- Experience working to tight deadlines in a fast-moving environment.
- Process expertise and quality focus.
- Proven people leader.
The successful candidate will have a Business Administration / Human Resources or equivalent discipline, with previous commensurate experience managing processes that touch, or influence Contingent Workers.
What We Offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:
- Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
