EY – Associate Director – Experience Management

The opportunity

As a part of a team, you will act as a Experience Management Associate Director who provides consistent, high quality services to key individual stakeholders.

Key Responsibilities

• Service Delivery Leadership:
  • Manage end-to-end resource fulfillment across geographies, ensuring alignment with delivery timelines and business priorities.
  • Drive business continuity planning to ensure uninterrupted service across offshore locations.
  • Oversee billing and finance operations related to resource deployment, ensuring accuracy and compliance.
  • Lead services cost optimization initiatives to improve margins.
  • Own headcount planning to support growth and efficiency.
  • Champion and lead Strategic Experience Management initiatives, aligning resource strategy with long-term business objectives.
  • Monitor and improve service levels, turnaround times, and stakeholder satisfaction.
• Workforce Planning & Optimization:
  • Forecast demand and plan capacity across skill sets and geographies.
  • Maximize bench utilization and redeployment efficiency.
  • Collaborate with Talent Acquisition and HR to align hiring plans with pipeline and delivery needs.
• Performance Management:
  • Establish and track KPIs for resource performance, utilization, and productivity.
  • Conduct regular reviews with delivery leads to assess individual and team performance.
  • Drive continuous improvement through feedback loops, training, and upskilling initiatives.
• Stakeholder Management:
  • Act as a strategic partner to delivery, business leaders.
  • Facilitate governance forums to review resource allocation, pipeline, and performance metrics.
  • Resolve escalations related to staffing conflicts, skill mismatches, or delivery risks.
• Data & Analytics:
  • Maintain accurate dashboards and reports on resource availability, utilization, and forecasting.
  • Use data-driven insights to inform decision-making and identify improvement opportunities.
• Process Excellence & Compliance:
  • Standardize and streamline RMG processes across SL’s.
  • Ensure compliance with internal policies, contractual obligations, and regulatory requirements.
  • Lead automation and digital transformation initiatives to enhance operational efficiency.

Skills and attributes for success:

• Strategic thinker with a hands-on approach to execution.
• Ability to thrive in a matrixed, multicultural environment.
• Experience in change management and process transformation.

To qualify for the role, you must have

• 18+ years of experience in Service Delivery, RMG and Shared Services operations, preferably in a global IT/consulting environment.
• Proven experience managing service delivery in an onshore-offshore model.
• Strong understanding of project lifecycle, staffing models, and skill taxonomy.
• Excellent communication, negotiation, and stakeholder engagement skills.
• Proficiency in resource management tools and analytics platforms.

What we look for

• A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment
• An opportunity to be part of a market-leading, multi-disciplinary team in the only integrated global assurance business worldwide.
• Opportunity to work with EY GDS practices globally with leading businesses across a range of industries

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.