Talent Shared Services Process Manager

Talent Shared Services Process Manager

Talent Shared Services Process Manager

Day Job - Ability to support global team

EY Global Delivery Services means 27.000 specialists providing globally IT, HR, finance, project management and strategic business services to EY member firms. In addition we

deliver support and solutions to clients from all over the world.

The opportunity

Talent Shared Services (TSS) is a core service function providing HR support services including Recruitment, Onboarding, Core HR, Learning Administration and Performance

Management support services to the country, region and global Talent teams.  These services are delivered from our network of Global Delivery Services centers in China,

 India, Philippines and Poland and from our onshore centers in Australia, Canada, Netherlands, South Africa, United Kingdom and United States.
 
The Process Manager manages the design, deployment, maintenance and improvement of Talent Shared Services processes including enabling technology, intelligent automation

 and KPIs in collaboration and support of the Global Process Owner, HR Process Lead and TSS Service Delivery.  The preparation and maintenance  of work instructions supporting

TSS service delivery operations are a fundamental function of this role.  As the TSS process expert, the Process Manager also supports transition/alignment projects in the TSS

 organization.  Additionally, this position manages the delivery of global operations support services to TSS Service Delivery teams.

Your key responsibilities

• Develop and maintain subject matter expertise for assigned function(s) including the process model, operating procedures, enabling technology, intelligent automation

and supporting KPIs for Talent Shared Services operations
• Collaborate and support HR Process Leads and Global Process Owners in process design including enabling technology for Talent Shared Services operations
• Think creatively and provide innovative suggestions to improve service delivery cost, controls, effectiveness and/or efficiency
• Manage implementation of continuous improvement opportunities to current processes and enabling technology
• Manage sharing of best practices across centers in service delivery network
• Influence colleagues, customers, leaders to ensure acceptance of new processes/tools
• Review, approve and publish work instructions in accordance with agreed protocols and expected levels of consistency and quality
• Manage global operations support services (such as reviewing Change Requests, UAT testing, etc.)
• Manage process related activities in transition/alignment projects in TSS centers partnering with TSS Service Delivery teams, HR Process Team, Project Managers as assigned
• Interview and hire staff, liaising with the TSS Process Leader where required
• Manage, coach and develop all direct reports
• Build and maintain relationships with appropriate TSS Service Delivery teams, HR Process teams and others as appropriate
• Support Talent Shared Services Process Leader in execution of their responsibilities
•Support process related activities in transition/alignment projects in TSS centers partnering with TSS Service Delivery teams, HR Process Team, Project Managers as assigned
•Support service delivery operations as needed
•Handle special projects/requests on an ad hoc basis
• May be asked to step in during a temporary absence of the TSS Process Leader/Service Delivery Managers or for specific assigned projects


Skills and attributes for success

• Bachelor’s degree or above from a commercial, business or HR related discipline.
• At least 8-10 years of progressive experience in a large, multi-national organization with at least 3+ years of management experience
• In depth process orientation with demonstrated capability in designing/mapping complex processes for large organizations; shared services or BPO experience preferred
• In depth experience with process design, transitions and/or project management
• Demonstrated capability in developing requirements, testing, and deploying enabling technology
•Experience in developing requirements, testing, and deploying enabling technology.
• Strong business acumen
• Proven leadership, team building and coaching skills; positive, "can do" attitude
• Strong interpersonal skills and conflict management skills; culturally sensitive
• Able to work effectively with general and virtual management; a self-starter who can effectively prioritize own work and deadlines
• Outstanding written and verbal communications skills (English)
• Excellent organization, problem solving and analytical skills
• Excellent facilitation and presentation skills
• Comprehensive knowledge of project management and change management practices/tools/techniques
• Ability to influence team, customers, leadership
• Ability to handle multiple demands and competing priorities
• Proficiency with Microsoft Office suite (Windows, Word, Excel, PowerPoint, Visio, MS Project, Outlook, SharePoint, etc.)
• Proficiency with HR specific technology; SAP Success Factors and Taleo preferred
• Responsible for management of assigned TSS Process Analyst(s)
• Perform duties and responsibilities with minimal direct supervision
• The role provides global support across our service delivery network of centers and is based in [TBD]
• Travel to other TSS centers and customer locations may be required from time to time
• Entitlement to work in Poland, China, India, Philippines, Australia, United States, Canada, UK, Netherlands or South Africa as appropriate.
• Flexibility in working hours to accommodate multiple time zones as needed
• Overtime, as needed to meet deadlines


What working at EY GDS offers

In EY GDS you can count on stable employment and upgrading your career. You will meet people and gain important knowledge and insights that will stay with you

throughout your professional life. You'll also have a chance to enjoy our benefits such as private medical and life care, language classes or MultiCafeteria.

We offer a unique development opportunity in an international, multilingual environment. This role offers a chance to work in a globally diverse team helping our

stakeholders from the TSS Service Delivery teams to standardize and improve their operations.
 
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.  Apply now.

Talent Shared Services Knowledge Content Manager

Talent Shared Services Knowledge Content Manager

Talent Shared Services Knowledge Content Manager

EY Global Delivery Services means 27.000 specialists providing globally IT, HR, finance, project management and strategic business services to EY member firms. In addition we deliver support and solutions to clients from all over the world.

The opportunity

Talent Shared Services (TSS) is a core service function providing HR support services including Recruitment, Onboarding, Core HR, Learning Administration and Performance Management support services to the country, region and global Talent teams.  These services are delivered from our network of Global Delivery Services centers in China, India, Philippines and Poland and from our onshore centers in Australia, Canada, Netherlands, South Africa, United Kingdom and United States.
 
The Knowledge Content Manager is the custodian of talent knowledge content and is responsible for the Knowledge Content and Desktop Automation team.  The team works closely with global content owners and subject matter resources to publish knowledge content utilizing various technologies to be easily consumed by end users.  The team is also responsible to develop, maintain and support enabling technology, including intelligent automation to provide efficient solutions using tools such as Watson, UiPath, Visual Studio, SQL Server, SharePoint to support Talent Shared Services.   

Your key responsibilities
• Support global content owners and subject matter resources by establishing processes, guidelines, templates to collect, organize, publish and maintain knowledge content

• Provide consultation to stakeholders on creating, organizing and maintaining content while ensuring consistency and adherence to guidelines

• Liaise with Content Owners to address potential issues and discuss continuous improvements opportunities

• Leverage technology to assist Service Delivery in delivering high quality, efficient services to their customers

• Train, develop, evaluate and motivate team and project resources

• Challenge existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service

• Participate in TSS initiatives and other projects (as assigned)

Skills and attributes for success
• Bachelor’s degree, equivalent or above from a commercial, business or HR related discipline

• At least 8-10 years of progressive experience in a large, multi-national organization with at least 3+ years of management experience

• Experience in teambuilding, training/coaching, providing constructive feedback to staff, effective delegation, staffing and scheduling

• Proficiency with chatbot technology, UiPath, SharePoint Designer, Visual Studio, ASP.NET, Python, VBA, SQL, etc.

• Willing to learn and adapt to new technologies

• Excellent oral and written communication skills

• Keen attention to detail

• Knowledgeable on the talent processes and technology such as SuccessFactors, Taleo, etc.

• Good organization, analytical and problem-solving skills

• Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical

• Ability to handle multiple demands and competing priorities

• Positive attitude, assertive, self-starter

• Capable of handling interactions with a “global mindset” and collaborating in a virtual team environment

Other requirements

• Occasional travel may be required

• Entitlement to work in countries where TSS or customer locations are located

• Flexibility in working hours to accommodate customers and stakeholders across multiple time zones as needed

• Overtime, as needed to meet peak demands or customer requirements

Counselor Responsibilities

• Acts as a counselor for team resources

• Assigns work, monitors completion, provides timely feedback; recognizes outstanding individuals and team performance

• Plans training, sets performance goals, conducts performance appraisal sessions with the counselees according to Firm guidelines

• Solves people related issues observing HR procedures / policies and legal requirements

• Follows HR procedures related to people management (eg. reports sick leaves, plans working time and settles working hours according to the legal requirements and the firm’s procedures, etc.)

• Ensures good communication within the team

What working at EY GDS offers
To be populated based on location