Experience Management Assistant Manager
As an Experience Management Assistant Manager, you will be part of an industry leading, high performing and agile team of workforce management professionals providing exceptional client service to our stakeholders and helping our employees gain differential experiences that are aligned to their career aspirations.
We provide learning and growth opportunities to build your ability to analyze, innovate, think and act globally. You'll be part of an organization that is focused on optimization, is solution oriented, innovates and provides best in class services to the client serving teams.
The opportunity
EY Global Delivery Services (EY GDS) is a dynamic and global service delivery network of over 50,000 professionals working across borders, to provide innovative and strategic business solutions to EY member firms and EY clients globally. Experience Management plays a vital role in the firm's Next Wave strategy and it's purpose of building a better working world.
We offer a great place to work for every person joining EY. At GDS, you will have the opportunity to develop your professional skills in a truly global environment. You will learn and gain experiences from industry leading WFM professionals and a path breaking leadership team.
We invest in your learning and development. We'll help you develop the technical and soft skills you need. We support your professional development with a combination of learning, networking, experiences, and coaching. As part of a 300+ member team, supporting 4 unique Service Lines, you will always have opportunities to showcase your skills and contribute to the firm's strategic initiatives.
Your key responsibilities
As an Experience Management Assistant Manager, you will work as the staffing lead for the assigned region/service/competency team and will be responsible to supervise the end-to-end demand management process from demand generation to demand validation, demand - supply matching, internal demand fulfilment, external recruitment coordination, headcount management, bench management and reporting/MIS. The incumbent will be responsible for implementing resource management process and operational efficiency within the business.
You will work very closely with the service delivery teams to track, monitor, record and analyze demand pipeline projections, new deals, pursuits and staff augmentation needs. You will monitor and evaluate demand fulfilment options (internal capacity and bench), review external hiring pipeline, assign projects to the available workforce based on skills and experience required on the project.
The role is expected to build a high performing team, equipped to effectively manage the requirements of the business and consistently deliver on defined KPIs. The incumbent will supervise a team of 5-10 WFM professionals, provide career counselling, review performance and enable people engagement and teaming.
Some of your key responsibilities include:
1. Ensure compliance to GDS EM protocols and guidelines.
2. Manage end-to-end resource management - demand pipeline management, capacity planning, demand management, external recruitment coordination, headcount management, bench management and reporting/MIS
3. Monitor demand - supply gaps and opportunities to cross/upskill resources to minimize bench and improve employee experiences.
4. Monitor and actively drive governance on skills update on defined skills management platforms.
5. Establish channels for regular stakeholder connects and business reviews.
6. Provide thought leadership to the EM team in identifying and implementing resource optimization techniques.
7. Implement and monitor quality compliance within the Experience Management team.
8. Identifying and prioritizing opportunities for process improvement/automation.
9. Develop a strong business continuity framework for self and team.
10. Lead people engagement and people development activities to create a positive work environment for the team.
11. Drive cross SL resource sharing for improved Collaborate with other EM team leads and share best practices
Skills and attributes for success
To qualify for the role, you must have
- Excellent domain knowledge in resource management, demand planning and MIS.
- Strong execution skills with focus on meeting timelines and delivering highest quality service.
- Solution oriented mindset.
- Excellent verbal and written communication skills.
- Strong working knowledge of MS Excel, Word and PowerPoint.
- Strong time management and analytical skills.
- Stakeholder management skills.
- 2-3 years' experience in directly supervising a team.
Ideally, you'll also have
- Experience in change management, project management, forecasting and workforce planning.
- Experience in BI tools - Alteryx, Power BI, Spotfire will be preferred.
What we look for
What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across si