Enablement and Service Improvement Lead - Associate Director

EY • Alpharetta, GA

34d

About The Position

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Position Summary: The Enablement and Service Improvement Lead plays a pivotal role within the Talent Insights and Analytics (TI&A) team at EY, reporting directly to the Talent Insights and Analytics Leader. This position sets the direction and manages the TIA outsourcing delivery and standards of transactional reporting via IBM, driving efficiencies through automation and effective optimizations. The Enablement and Service Improvement Lead also serves as a point of escalation for IBM-related issues, overseeing the portfolio of change requests and projects. This position further owns the TIA Demand Management, managing intake and project requests from all internal stakeholders, ensuring all demands are allocated and managed, and manages overall delivery. This role partners with Data Product Owners and ET to improve overall end-to-end TIA Delivery. Furthermore, the role ensures that the Global TI&A SharePoint site is up to date, supports the data analysts and analytics networks across Talent, facilitates center of practice for data across Talent, related updates and communications, effectively engages customers and promotes self-service. This role manages a large portfolio of internal clients with varied needs and priorities to drive business value and is essential in driving operational excellence within the Talent Insights and Analytics team, enabling EY to leverage data effectively and maintain a competitive edge in the marketplace.

Requirements

• Strong ability to analyze complex data sets, identify trends, and derive actionable insights that support strategic decision-making.
• Proficiency in data management practices, including data governance, data privacy, and security protocols,with experience in using tools such as Success Factors (SF) for reporting and analytics.
• Advanced proficiency in analytics tools and programming languages, expertise in SQL/Spark, Python, R, Databricks, MS Power Automate as well as AI/ML frameworks and APIs.
• Experience with data visualization tools (e.g., Power BI) to create compelling visual representations of data that facilitate understanding and decision-making
• Knowledge of project management methodologies to oversee the portfolio of Change Requests (CRs) and projects, ensuring timely delivery and alignment with business objectives.
• Excellent verbal and written communication skills to effectively engage with stakeholders, present findings, and facilitate training sessions.
• Familiarity with data visualization tools and platforms, as well as experience in optimizing SharePoint sites or similar portals for effective customer engagement.
• Strong problem-solving skills to resolve conflicts and address client customer issues efficiently, acting as a point of escalation when necessary.
• Experience in leading and mentoring teams, fostering a culture of collaboration, continuous improvement, and operational excellence.
• Understanding of the talent landscape and the ability to align analytical insights with organizational goals to drive competitive advantage.
• Educated to degree level
• Data and Technology background preferred (Data Science, Computer Science, Engineering)
• 15+ years of relevant experience
• Experience in delivering functional reporting solutions for business
• Experience on supporting reporting capabilities and its implementation (SAP, Oracle, SuccessFactors, custom solutions) in a relevant industry or consulting environment
• Experience of having worked on reporting and analytics solutions and its delivery
• Demonstrable experience of collaborating with talent colleagues to understand needs/requirements and of underlying reporting and data governance processes & systems
• Experience of participating in global dispersed teams to enhance services, processes, and standards
• Demonstrable experience of working in fast-paced, ambiguous, stressful environments to deliver required results
• Demonstrable experience of working with third party vendors / external system implementors to deliver reporting solutions
• Demonstrable experience of anticipating issues and challenges and proactively working to navigate challenges
• Experience of conducting internal and external research and analysis, providing best practices and insights to drive improvements
• Demonstrable experience of having worked in a collaborative environment or provide SMR advice to achieve successful change outcomes
• Due to global nature of the role; travel and willingness to work alternative hours will be required
• Due to global nature of the role; English language skills - excellent written and verbal communication will be required

Nice To Haves

• Higher professional or master’s qualification is preferred, not required
• Higher professional or master’s qualification in a related discipline is preferred, not required
• Active membership in related professional bodies or industry groups is preferred, not required

Responsibilities

• Oversee the delivery and adherence to standards for transactional reporting via IBM, ensuring that reporting outputs meet quality and efficiency benchmarks.
• Serve as the primary point of escalation for IBM-related issues, resolving conflicts and facilitating communication between stakeholders to ensure timely resolutions.
• Identify opportunities to drive greater automation in transactional reporting, including necessary changes to data sources, such as SuccessFactors (SF).
• Manage overall demand delivery and effective management of intake and project requests from all internal stakeholders.
• Manage core TI&A operational processes, including demand management and the intake process, ensuring that requests to Global TI&A are handled effectively and that decision-making is transparent to customers.
• Oversee the portfolio of change requests (CRs) and projects within the TIA and Enablement and Reporting teams, ensuring alignment with organizational goals and effective resource allocation.
• Develop and implement processes that streamline operations and enhance the customer experience.
• Supports and facilitates the center of practice for data across Talent, design and optimize the Global TI&A SharePoint site/portal to enhance customer engagement and promote self-service capabilities.
• Incubate new verticals and services based on business demand
• Ensure that the portal provides easy access to relevant resources, tools, and information for stakeholders.
• Provide learning and training opportunities to help team members and stakeholders effectively access data and utilize TI&A tools.
• Develop training materials and resources that enhance users' understanding of data access and reportingcapabilities.
• Coordinate impact assessments resulting from EY organizational changes, including data privacy and security changes, ensuring that Global TI&A manages these transitions effectively.
• Collaborate with relevant stakeholders to assess the implications of changes and implement necessar adjustments to processes and reporting.
• Work closely with the Leads across the Talent Insights and Analytics team and wider Talent Functions to ensure the provision of services that support business and functional delivery.
• Provide direct supervision and guidance to the Enablement Consultant and Enablement Analyst, fostering their professional development and ensuring alignment with team objectives.
• Oversee the performance of the IBM team, setting clear expectations, conducting regular performance evaluations, and providing constructive feedback to enhance individual and team productivity.
• Manage resource allocation within the team, ensuring that workloads are balanced and that team members are effectively utilized to meet operational demands and project deadlines.
• Act as a mentor to direct reports, offering support and opportunities for skill development, training, and career advancement within the Talent Insights and Analytics team.

Benefits

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.
• The base salary range for this job in all geographic locations in the US is $130,900 to $252,000.
• The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $157,100  to $286,400.
• Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.
• In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances.
• You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees