COMPLETE Senior Manager - Client Delivery - People Advisory Services - Level 4 - Belfast

Job Description

People Advisory Services (PAS) Managed Services – Senior Manager, Client Delivery - Belfast

 

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all

 

Our Belfast office is a successful and growing one thanks to a large and varied client base ranging from multinational listed businesses to start ups, owner managed to private equity / entrepreneurial venture backed, covering various sectors. It is also the delivery hub for many of the managed services we deliver for UK and global clients meaning we can offer you the opportunity to gain experience of service delivery for a wide variety of clients and enhance your skills working with national and international businesses.

 

The opportunity

 

Our People Advisory Services managed services team are looking for a Senior Manager to join our Belfast Office and lead client delivery and client relationship management for our learning managed service work.  This role will report to our Delivery Director and will programme manage the day to day delivery of our services. 

 

This role will be part of our Belfast based team working with account management, operations teams and the learning managed service leadership team.

 

Your key responsibilities

 

• Accountable for representing EY in key internal and external governance forums where the effectiveness of the service and current customer experience is reviewed and strategic planning as part of continuous improvement takes place
• Line management of the customer experience manager, who is responsible for evaluating customer feedback and developing and implementing strategies to improve customer satisfaction
• Programme managing all aspects of EY delivery in our learning managed service(s), identifying and mitigating risks and issues and collaborating with our clients to support resolution
• Ensuring appropriate escalation and sign off where required
• Overseeing the production of performance reporting, management information and insight reports working closely with our data insights and reporting team
• Monitoring/delivering commercial performance in line with budgets/targets
• Overseeing the quality of our service in collaboration with our service quality and risk management team
• Overseeing delivery against contractual obligations and service level agreements
• Preparing for and leading the presentation of updates and reports at key governance forums
• Collaborating with all teams involved in delivery to develop, implement and review the effectiveness of our continuous improvement plans
• Supporting account managers and delivery teams with process and contractual queries – acts as a first escalation point for complex queries regarding contractual compliance and service delivery
• Leading on strategic resource planning

 

Skills and attributes for success
We are looking for a Senior Manager who has significant client-facing experience in the delivery of complex consulting programmes and/or in a fast-paced managed services environment in a client-facing role.

 

For this role, programme management experience and a continuous improvement mindset are also a key requirement.

 

To qualify for the role you must have

• A proven track record of overseeing the successful delivery of complex programmes in a consulting environment
• The ability to manage escalations and difficult conversations e.g. complaint investigation and resolution
• Ability to identify, mitigate and manage areas of risk, carry out an effective review and consult appropriately within the firm
• The ability to analyse data and feedback and develop practical, implementable strategies to drive continuous improvement in customer experience
• A practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions
• Strong programme management skills and the ability to facilitate and encourage collaboration amongst team members and motivate teams to maximise performance
• Strong commercial acumen
• Strong stakeholder management and client-handling skills
• Strong interpersonal skills
• Resource planning and management skills
• Attention to detail and the ability to manage teams to produce high quality reports and insights
• A commitment to delivering exceptional client service

 

Ideally, you’ll also have

• Experience of delivering HR related programmes or services
• Experience of implementing continuous improvement and automation initiatives

 

What we offer

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, 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.

 

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

 

The exceptional EY experience. It’s yours to build.

 

Apply now.

 

EY | Building a better working world

 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

 

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

 

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.