Capacity-Resource Management-Supervising Associate

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Experience Management Supervising Associate/Assistant Manager

As an Experience Management Associate, you will be part of an industry leading, high performing 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

The successful candidate would be required to work in collaboration with Assistant Manager/Team Lead/POC to provide administrative support and ensure customer satisfaction.

Provide operation support for various administrative projects including but not limited – mailbox management, managing databases, creation and release of periodic reports, work MS-excel reporting, Content Management, web- based publication support, working on dashboard creations and data analysis.

Manage day-to-day administrative issues and communicating appropriately to the Team Lead or POC.

Your key responsibilities

• Monitor and actively drive WFM strategy for business
• Provide thought leadership to the team in identifying and implementing resource optimization techniques.
• Implement and monitor quality compliance within the team.
• Responsible for Identifying and prioritizing opportunities for process improvement/automation
• Accountable for operational delivery and SLA/KPIs
• Responsible for business growth and people agenda (Create KRAs and goals for the assigned span – Implement and track to closure.), Coaching and mentoring team members and drive firm wide Initiatives within the Team
• Review of WFM KPIs with business on operational activities (e.g., Budget forecast, utilization reviews etc.)
• Portfolio planning and manage headcount/population (Snr Mgr. and PPED level)
• Effective capacity Management of resources by cross service/functional utilization and work on skills / competency needs as per market requirements
• Expert in all experience Management activities and conflict resolution (e.g., resource allocation on multiple projects and soft blocking by competency leaders)

Skills and attributes for the success

• Flexible with working hours
• Excellent domain knowledge in resource management, demand planning and MIS.
• Strong execution skills with focus on meeting timelines and delivering highest quality service. Strong networking skills and 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.
• Experience in directly supervising a team.
• Experience in change management, project management, forecasting and workforce planning.

To qaulify for the role, you must have

Education:

• Post Graduate/Graduate in related discipline

Experience:

• Prior work experience in same or related domain, 8 to 11 years
• Excellent domain knowledge in resource management, demand planning and MIS.
• Experience in industry-based resourcing systems and applications
• Prior work experience in a large professional services or financial services company
• Experience working with clients from different countries (Desirable)
• Experience working in a business where the primary spoken language is English
• Experience in BI tools – Alteryx, Power BI, Spotfire will be preferred.

Ideally, you will also have

• Strong working knowledge of MS Excel, Word, PowerPoint expertise in data Visualization tools Hands-on experience in creating business case, value proposition, use cases and process flows using tools like Visio.
• Excellent written and oral communication skills in English language
• Strong presentational skills: ability to clearly communicate complex messages to a variety of audiences
• Stakeholder management skills.

What we look for

Someone who can Manage a number of concurrent activities, with strong multi-tasking, prioritization, organizational and time management skills. Observant with an eye for detail and Ability to make sound decisions fast. The ability to simplify complex analytical issues and communicate them to a variety of audiences, to work and team effectively with clients and other management personnel and possess high standard of integrity.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• 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.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.