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Core Business Services
UNI00EK8 Requisition #
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Your key responsibilities:

  • You will outreach to client teams based on analysis of generated and customised reports and take responsibility for ensuring all queries are resolved to suitable completion
  • Provide guidance on local policy and leading practices
  • Facilitate training for client serving team on Mercury and effective financial management practices
  • Contribute to continuous improvement by sharing knowledge and providing support to other team members across borders, service lines, and industries and constantly leverage leading practices
  • Review open items in ServiceNow (ticketing system), prioritise follow up activities and schedule engagement team meetings for the week.

Spend scheduled time 'on the grid', taking calls / chats from client servers - which includes activities such as:

  • Reviewing pricing plans
  • Advising on service line GDS leverage targets
  • Ensuring engagement teams are properly prepared for client negotiations from a financial perspective
  • Advising on how to select the correct client entity for opportunities
  • Explaining downstream impacts of different user choices required by Mercury
  • Provide instruction and guidance on estimate to complete (ETC) processes and corresponding financial impacts



Analytic and Decision Making Responsibilities:

  • Make relevant decisions to ensure client servers receive a timely and accurate response such that questions / issues are resolved in a one-stop basis where possible - and where that is not possible, escalated to the appropriate functional expert quickly and effectively.
  • Manage new user lack of knowledge / frustration and direct the interaction to the best outcome for the end-user, leveraging strong soft skill abilities and global mindset to adapt personal style where needed
  • When working on client server portfolios, leverage system and finance expertise to prepare the discussion: making judgments regarding the topics to address and their prioritisation - understanding when to reach out to other functional experts in order to help prepare for the interaction.

Skills and attributes for success:

  • Professional approach with a strong understanding of the client server perspective and able to view issues empathetically
  • Ability to solve problems and provide a credible solution
  • Confident to challenge where appropriate
  • Strong analytical and numeracy skills, with a high degree of accuracy and attention to detail
  • Vigorous time management skills and able to balance multiple priorities by considering risk, importance and level of urgency
  • Eagerness to learn quickly, be proactive and share knowledge
  • Experience in translating technical system "jargon" into business relevant terms so that concepts are understandable to client serving teams
  • Well-developed listening skills to provide focused advice, combined with the capability to apply judgment and seek guidance when  escalation to a functional expert is appropriate
  • Excellent written, oral and virtual communication skills with the confidence to assist with delivering presentations, training material and knowledge sharing 
  • Assurance to  deliver challenging messages and drive communication to a mutual understanding in a professional manner
  • Demonstrate the ability to become an effective change advocate

To qualify for the role you must have:

  • Experience working with customers remotely
  • Used to working in a fast paced environment with a strong work ethic
  • Ability to interact well with people at all levels within the firm and build strong relationships
  • Strong IT skills – Word, Excel, Outlook, Powerpoint and SharePoint
  • Desire to thrive in and adapt to a fast changing and high activity environment


Ideally you’ll also:

  • Either have a finance related degree, be studying for an accountancy qualification or experience working for a professional service or consultancy environment
  • Be innovative, confident and creative thinker with ability to make quick decisions
  • Have the ability to think on your feet, use initiative and judgement to make informed decisions

What we look for:


You will be an experienced Trusted Business Advisor with a passion for providing exceptional client service to your stakeholders whilst maintaining high levels of customer service for internal stakeholders. 


What working at EY offers:


We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues around
  • Opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you

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 whilst 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.


About EY:


As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.


If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.


Join us in building a better working world.   

Apply now


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