Role description: TSS Service Delivery & Innovation Manager (Assistant Director)
Reporting to: Head of Pay, Projects & Systems
Location: Birmingham
Talent Shared Services provides the most effective and efficient solution for Talent’s strategic and operational needs. We leverage our global strength and scalability to drive the HR-related technology, projects and processes that allow EY to deliver against the changing requirements within our Talent organization, thereby enabling success. UK Talent Shared Services is part of the UK & Ireland region and offers key support to EY’s Talent teams within the business and delivers seamless operational services to the organization through a globally efficient network of regional and global delivery centres.
The opportunity
In this role you will be responsible for driving innovation across the TSS, focusing on process efficiency, operational excellence and automation/AI opportunities. This will extend to working collaboratively with IBM to assess their service delivery of Core HR, Contact Centre and Onboarding and being an expert in the processes, handoffs and dependencies that exist. You will also work collaboratively with the TSS Leader to support the TSS engagement and DE&I agenda, playing a prominent role across the TSS to drive these forwards.
Your key responsibilities
- Keeping abreast of best practise in HR process development and technology solutions
- Working alongside the TSS managers and HROSS team, identify opportunities to drive efficiency and best practise through technology, automation and AI
- Challenge appropriately to drive innovation and process & quality improvement across TSS
- Develop and maintain a culture of continuous improvement in the TSS
- Contribute to ongoing process improvement activities and initiatives in line with the HR strategic agenda
- Assess the impact and appropriateness of any new services that we are asked to consider
- Be the owner and custodian of the TSS protocols for the utilisation of ShareKit and the shared drive to ensure consistency and timely maintenance
- Build strong and collaborative relationships with key IBM delivery team managers/team leaders
- Through review of weekly/monthly MI, ensure that the IBM service delivery is achieving service level targets of quality and timeliness
- Identify trends and key themes resulting from IBM service issues, recommending process and/or behavioral changes required ensuring that these are translated into their working practises
- Escalation for IBM service issues as appropriate, working alongside the IBM senior relationship manager to drive speedy resolution and understand root cause
- Work collaboratively with the TSS Leader on the TSS engagement and DE&I agenda, driving involvement from the manager/team leader network and TSS employee forum as appropriate
- Contribute to the broader Talent and TSS strategy and people initiatives
Skills and attributes for success
As a successful candidate you must have an inquisitive and innovative mindset with the ability to influence. You will have service delivery management experience in a professional, fast paced business with 3+ years’ experience in a management role. You will be an experienced change manager who has led on the implementation of new technologies, processes and innovation ideas.
To qualify for the role you must have/be:
- Sound knowledge of HR policies, process, and shared services principles in a client service environment
- Experience of managing and implementing process re-engineering projects
- Excellent communication and interpersonal skills in terms of stakeholder relationship management
- Good knowledge of HR technology and the AI/automation landscape
- Demonstrate high degree of initiative with strong problem solving and critical thinking skills
- Change agent, with the ability to sustain change and continuously improve services
- Project management skills
- Passion for people engagement
What we look for
We’re looking for an experienced shared services professional with a proven record of success. You should be a strong communicator who can influence and shape the delivery of change and leverage subject matter experts to shape and guide service development.
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 MyReward 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.
Please note
Prior to finalizing your application, you will be asked to provide personal information across several dimensions of diversity and inclusiveness. The information you provide is kept entirely confidential and will not be used to evaluate your candidacy. We collect this data to help us analyse our recruitment process holistically and implement actions that promote diversity and inclusiveness. While optional, we encourage you to provide this information to hold us accountable towards our goal of building a better working world. Read more about our commitment to diversity & inclusiveness here. We ask because it matters!
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
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