At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Experience Management Associate Director

As an Experience Management Associate Director, 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 75,000 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 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.

Your key responsibilities

• As an Experience Management Associate Director, you will work as the Experience Management Leader for the assigned Service Line(s)/Location(s) team and will be responsible to supervise a large team of WFM professionals, providing strategic thought leadership, subject matter expertise, liaison with senior leadership on resource management decisions, lead deployment strategies and drive compliance to EM guidelines for the assigned portfolio.
• The role is responsible to implement the Experience Management operating model within their portfolio, consistent delivery on defined KPIs, builds a strong delivery framework for business leadership and stakeholders, provides subject matter expertise and strategic thought leadership, drives exceptional client service, builds an effective liaison between Experience management, Operations, Business, and Talent for effective implementation of the People Supply Chain construct.
• The role defines deployment strategies and drive compliance on business rules and guidelines defined for the EM team. The EM Associate Director is also responsible for driving quality and innovation focused initiatives to achieve cost optimization and short/long term business targets.
• The role will be expected to drive and implement key process/technology initiatives, people engagement, teaming, team building and skill enhancement of the team members.
• Some of your key responsibilities include:
• Participate in the annual financial planning process along with SL Operations.
• Represent PSCM on GDS and regional Workforce planning governance meetings.
• Consistent delivery on defined KPIs, strategic goals and targets.
• Contribute to long term business strategy through creation of planning scenarios and capacity models.
• Monitor the health of the business, track key metrics, analyze trends and provide analytical insights to the team and stakeholders.
• Build processes and solutions to improve efficiency in the way of working for the team.
• Lead complex projects related to planning and resource scheduling.
• Develop a strong business continuity framework for the team.
• Create budgets for the team, drive performance reviews, define KRAs and goals for the team – Implement and track to closure.
• Build a high performing team. Develop people engagement and people development activities to create a positive work environment for the team.
• Establish very strong connects with GDS and regional stakeholders.

Skills and attributes for success

• Postgraduates with 16+ years of relevant workforce management experience. Understanding of technology & business skills/roles, sales/deal life cycle, business models, operational and financial aspects of service delivery is mandatory. The suitable candidate should have excellent people management skills, great executive presence and the ability to deliver against tight timelines.

To qualify for the role, you must have

• Strong business acumen
• Excellent domain knowledge in workforce planning, demand management, resource management, and workforce optimization
• 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 Office
• Strong time management and analytical skills
• Strong stakeholder management and team management skills

What we look for

• We are looking for committed, self-motivated and driven professionals with a proven track record and expertise in workforce management domain. Successful candidate would have a strong executive presence and business acumen and can partner with business to understand their requirements and provide the right support through PSCM services. The candidate should also have a high focus on people development and teaming and foster a culture of innovation and high performance.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across multiple global locations including Argentina, Poland, Philippines, Spain etc. – 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 exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.