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Talent Shared Services Consultant (Senior Associate) - 6 month contract

Core Business Services
MEL002BN Requisition #
Overall position purpose 

To act as a key support partner to the  Talent Advisors, Talent Managers, Global Delivery Services (GDS) Dalian team, HRBPs and wider Talent Team in the provision of advice and Talent policy interpretation, Talent transactions and procedures and facilitation and coordination of key People deliverables for Oceania.  

Major responsibilities/duties

Technical competence

Supports the Talent  Team and the Oceania business within EY by:

  • Understanding the Talent team and Talent Shared Services priorities and how the Core HR Team supports Ernst & Young and their business. In turn, how the Talent Shared Services (TSS) Consultants contributes to these priorities

  • Understand the HR policy, procedures and relevant legislation  in order to support key HR processes such as:

      • Leave
      • Workers’ compensation
      • Salary continuance
      • Domestic Mobility transfers
      • Changes to employees terms and conditions

      • Parental leave and leave of absence

      • LEAD performance tool
  • Escalates risks to the Oceania Core HR Team Leader or Talent Support team as required

  • Works closely with the GDS Dalian team to ensure quality service delivery of HR transactional services

  • Works with all other Oceania CBS teams, e.g. Payroll, Finance, Mobility and Global IT  to achieve deliverables


Supports the management of HR data in HRIS by advising on the execution of talent transaction processes

  • Provides accurate and timely HR data advice to business/Counsellors, Talent Support team and Core HR Team Leader

  • Builds and maintains a strong working relationship with GDS Dalian to facilitate the accurate management of HR transactions for Oceania via HR Assist

  • Works closely with GDS Dalian and the business to ensure that HR transactions are processed in GHRS.

  • Pro-actively follows up data changes where required with GDS Dalian

  • Understands the relationship between the entry of data within EY’s technology and systems  and the use and provision of that data in reporting so that potential errors / risks are managed accordingly

  • Escalates errors and issues to the Core HR Team Leader as appropriate

  • Understands and provides accurate and timely advice to employees, Partners and the wider Talent Team regarding employee data and how the Firm’s procedures and policies relate to the execution of Talent transactions

  • Where agreed, assists in the provision of Talent reporting and ensures understanding of the business need, required timeframe and relevance of the data being presented from People Insights.

  • Builds and maintains  strong working relationships with Payroll team members to facilitate the resolution of payroll-related queries


Provision of advice to all employees on EY Talent policies, processes and functional technology support via the People InfoLine and HR Contact Centre:

  • Acts as a first point of contact in conjunction with GDS Dalian and Talent Shared Services (TSS) Coordinators to all employees in the business on all Talent related matters

  • Provides advice to employees on key Talent processes and policies

  • Escalates issues appropriately based on own experience and complexity of the query/issue to Core HR Team Leader

  • Adheres to Service Level Agreements (SLAs) and provides regular query updates to customers and stakeholders

  • Ensures the provision of advice is clear and accurate and manages risk accordingly

  • Answers queries and provides a timely response or delegates query, as appropriate

  • Keeps up to date with Talent Policy and Process changes

  • Escalates requests for exceptions to Talent policies to Core HR Team leader to ensure consistency and parity in application

  • Advocates self-service through understanding the systems and online tools to support Talent processes, and provide advice to employees and Partners on their use and functionality


Case manage workers compensation claims and group salary continuance claims

  • Liaises with employee, Counsellor and relevant insurance provider to ensure claims are managed in a timely manner

  • Works with Talent Advisors to facilitate return to work arrangements for impacted employees

  • Provides support in managing ill and injured staff members by advising on work,  health and safety issues


Undertake responsibility as a subject matter expert for the Core HR Team for Talent areas requiring additional support and knowledge

  • Understands and provides accurate and timely advice to employees and Core HR Team regarding the Firm’s procedures and policies relating to the assigned subject matter area

  • Understands relationship between the data within EY’s technology and systems and  reporting to ensure the impact of the subject matter area data is accurately recorded so that potential errors / risks can be  managed accordingly

  • Supports continuous improvement on Talent processes in meeting business needs ensuring adherence to the Global Process Model (GPM) and identifying exceptions and escalating to the Core HR team leader for consideration

Team orientation and communication

Supports TSS Coordinators, other TSS Consultants and the TST effectively by:

  • Proactively identifies opportunities to develop  processes improvement to gain efficiencies and contribute to Exceptional Client Service (ECS)

  • Takes on “Champion” role for assigned  projects and/or processes and keeps stakeholders up to date on status and any key changes/updates

  • Contributes to team meetings by  sharing knowledge, ideas and successes to enable continued ECS

  • Actively contributes to any change management initiatives that the Core HR team and wider TSS is undertaking

Project and Talent macro process support

Works closely with the TST to support relevant Talent projects and macro processes for Oceania as required (i.e. LEAD, Global People Survey (GPS) and Great Places to Work):

  • Understands the relationship between the data within EY’s technology, systems and reporting to ensure potential errors / risks relating to the project or macro process  are managed accordingly

  • Escalates errors and issues to the project manager,  Core HR Team Leader or TST as required

  • Ensures preparation and  timely delivery of agreed deliverables
  • Provides accurate reporting on project deliverables in a timely manner

  • Builds and maintains strong working relationships with key project contacts

  • Promotes use of standard project templates when detailing project deliverables

Stakeholder Relationships
  • Builds TSS brand by ensuring all interactions with employees and Partners are of a professional nature and delivers ECS in relation to their query

  • Builds solid relationships with HRBPs, Talent Leadership and other key contacts within CBS functions to inspire confidence in stakeholders when managing queries and executing tasks


The key performance measures include:

  • Client satisfaction
  • Completed/ delivered work, e.g. accuracy and timeliness

  • Additional activities and learning and development objectives should be set and reviewed with Counsellor on a 90 day basis as per LEAD

Day‑to‑day challenges
  • Maintaining service delivery whilst managing a high volume of queries with competing deadlines

  • Managing escalations as a result of transactional work processed by GDS Dalian

  • Building and maintaining strong relationships with GDS Dalian, TSS Leaders, Talent Advisors, Talent Managers, HRBPs  and Payroll

  • Ensuring up to date knowledge of EY Talent processes, policies and practice and statutory employment regulations and legislation

  • Flexibility to execute firm policy and procedures to deliver service that meets the needs of the Oceania business and clients, and proactively suggest improvements to process to enable efficiencies to be gained

  • Provision of service encompasses– advice, knowledge of internal EY process impacts, recognition of risks/ mitigation, managing escalations from GDS Dalian when a transaction becomes more complex

Qualifications, knowledge and experience

  • Certificate or degree in Human Resources or other relevant discipline

  • Demonstrates ability to exercise strong time management given high query volume, escalations and involvement in Talent projects/macro processes

  • Demonstrates strong stakeholder management skills  given large number of stakeholders being serviced at one time

  • Demonstrates good knowledge of employment legislation and WHS principles

  • 12 months experience in a HR service centre or similar HR support role

  • Knowledge of HRIS or like system (i.e. PeopleSoft) would be an advantage

  • Previous experience with workers compensation and WHS matters would be an advantage


The following Ernst & Young firm wide role and expectations information apply to this role:

  • LEAD CBS Global Rank Expectations and work towards Gold Standard behaviours at Senior Associate rank.

Who we are

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service while allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

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