Essential Functions of the Job:
Support GSS PSS leadership ensuring there is consistency in documented work instructions, training materials and practices within the (Service Function); coordinate updates as necessary.
Understand and support the GSS quality and metrics strategy, including the ability to do effective process analysis, review quality results, customer reported issues, customer satisfaction results, perform root cause analysis, and identify opportunities for improvement.
Analyze HR operations, including intake protocols, handoff and communication points within a process, and identify opportunities for improvements.
Participate in the implementation of process improvement initiatives; provide project management support on less complex projects and effectively collaborate with the GSS Performance Excellence team/others on larger, more complex projects.
Provide support for changes in GSS PSS related technologies, including interacting with various IT Services groups to test, train and lead user deployment activities.
Handle special requests on ad hoc basis.
Participate in deployment projects as the process SME including engaging with country personnel on the collection and review of data using standard deployment templates, participating in deployment workshops, updating GSS PSS procedures and training materials to reflect country exceptions and/or country specific processes, preparing initial staffing estimates using manpower templates, and coordinating deployment cutover plans with local and global PSS Leadership.
Knowledge and Skills Requirements:
The role holder should posses (or needs to acquire) a strong understanding of EY, the People Team organization and GSS including PSS processes, tools and its service delivery approach.
Strong process, technology enablement knowledge, problem solving and analytical skills.
Ability to influence colleagues, customers, management and team regarding processes, tools, and recommendations for improvement.
Working knowledge of project management practices and tools and change management principles.
Strong written and verbal communications skills.
Effective facilitation and presentation skills.
Proficiency with EY standard load set including Microsoft Office suite (Lotus Notes/Outlook, Windows, Word, Excel, PowerPoint, Visio, and MS Project).
Proficiency with HR specific technology (PeopleSoft and/or Taleo is an advantage).
Ability to handle multiple demands and competing priorities.
Positive, assertive, can-do attitude; self starter
No direct supervision responsibilities, however may provide coaching/development and/or direction to the work of less experienced staff in the temporary absence of Supervisors.
Perform duties and responsibilities with general supervision from the GSS Centre PSS Leader and/or the Transition Leader as appropriate.
The role holder should be prepared to work with minimal supervision, effectively prioritizing own work and deadlines in conjunction with the PSS Leadership;
Escalate complex issues with recommendations to Project and/or GSS PSS leadership.
The role supports our GSS Centres in Wroclaw, Poland and/or Kerala, India and/or Dalian, China and travel to other GSS centres and customer locations may be required from time to time (especially during deployments).
Entitlement to work in Poland, China or India as appropriate.
Strong preference for position to be based in one of the Centres, however, virtual work opportunity may be considered for the candidate with the right skill set.
Flexibility in working hours to accommodate multiple time zones as needed.
Overtime, as needed to meet deadlines.
At least 3-5 years of progressive experience in a large organization, either partnership or multi-national corporation.
In depth working experience from Human Resources, Shared Services Centre operations and/or BPO operations.
Strong communication (verbal and written) and interpersonal skills.
Culturally sensitive, capable of handling interactions with a global mindset.
Excellent spoken and written English