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Workflow Supervising Associate

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Core Business Services
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WRO002JL Requisition #

Workflow Supervising Associate


EY Global Delivery Services means 31.000 specialists providing globally IT, HR, finance, project management and strategic business services to EY member firms. In addition, we deliver support and solutions to clients from all over the world.


The Brand, Marketing and Communications (BMC) function has an important role to play in helping to achieve EY’s ambition to become the leading global professional services organization. We work hand in hand with the business to take services and solutions to market; bring our purpose, building a better working world, to life for our people, clients and communities; engage our people and build a high performing culture; and to build the commercial value and emotional resonance of the EY brand.


The opportunity
The Workflow Supervising Associate will support the Industry Markets BMC GDS (Global Delivery Services) Solution Center. The role’s core objective is to:
• Serve as the interface for GDS solution center with its customers
• All the work requests taken up by the GDS team, and the deliverables, are overseen and coordinated by the workflow manager
• Working closely with staff (both on-shore and off-shore), the role involves assigning workload, delegating projects and reviewing work products for brand compliance
• Oversees the efficient flow of work from the clients to the GDS team members, creating project schedules, maintaining job files, tracking and monitoring progress, routing projects and conducting traffic meetings
• Interaction with on-site managers in terms of understanding the job, assessment of complexity and time negotiations
• Will have a full understanding of the briefing process and how to determine the technical skills required
• Project resource planning, providing estimates for turnaround times, problem solving, communicating with clients and assistance in the creation and implementation of processes and procedures.


Your key responsibilities
• Interacts effectively and positively in a fast-paced environment with a diverse range of people which includes clients, colleagues and vendors thereby demonstrating tact and diplomacy
• Communicates with clients to capture first-level requirements for the projects, creates Work Request (WR) tickets in the Workflow Tool, as well as time and turnaround estimates
• Evaluates the capacity of the work stream and responds accordingly
• Effectively handles routine issues, including follow-up, reacting appropriately to unexpected situations, and communicating situations to CDS management as needed
• Understands, implements, and strictly adheres to the quality standards and procedures established by EY, including visual identity and branding guidelines
• Directly and actively supervise and assist on-duty operators to ensure consistent quality and satisfactory fulfilment of workflow requirements, including deadlines
• Keep abreast with issues/concerns on the shift and keep the supervisors posted
• Acts as an integral link between the production group and the client (job submitters), on all aspects of communication over telephone/email
• Ability to adapt to a constantly changing and growing business environment
• Ability to gain a clear understanding of Ernst & Young’s Visual Identity standards

Skills and attributes for success
• Workflow/Traffic management experience – ideally professionally qualified
• Be a real team player, work closely in an agile, fast paced environment and demonstrate impact
• Quickly build knowledge of the EY business, particularly the key priorities, structure, internal audience, core offerings and our clients’ issues and agendas across sectors and geographies globally
• Help driving change, innovation, process automation and continuous improvements across the organization
• Excellent work ethic and the ability to thrive in a time-sensitive environment
• Relentless focus in delivering exceptional customer service


 To qualify for the role you must have
• A bachelor's degree
• 5-8 years’ experience in project coordination/project management/workflow management
• Excellent written, oral and presentation communication and stakeholder engagement skills
• Proven ability to manage complex processes and/or projects at a global level.
• High level of networking, team building and stakeholder management skills. 
 
Ideally, you’ll also have
• Good analytical and critical thinking skills
• Technical skills:  advanced knowledge in MS Office
• Professional, confident and enthusiastic team player with a flexible can-do attitude and the ability to work with team across multiple locations

What working at EY GDS offers?
In EY GDS you can count on upgrading your career. You will meet people and gain important knowledge and insights that will stay with you throughout your professional life.

Join us in building a better working world. 

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