GDS CBS_Talent Services Assistant Director
Taguig, PH
4d ago

Job Summary :

Talent Services (TS) is a core service line within the Global Delivery Services (GDS) organization, providing internal HR support services in the areas of recruitment, onboarding, core HR, learning administration, mobility, performance management, reporting and HR systems support to EY Country, Region, Area and Global Talent teams / functions.

These services are delivered from our centers in India, China, Philippines and Poland.

The Service Delivery Manager has responsibility for service delivery for an assigned function(s) and geography / geographies.

This includes leading a service delivery team, overseeing service delivery operations in accordance with the established policies, procedures and service level agreements while building positive and productive relationships with customer contacts and stakeholders.

Responsibilities, Qualifications, Certifications - External

Essential Functions of the Job :

  • Manage, monitor and review the delivery of service for assigned processes within a multiple country / multiple language
  • Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services
  • Ensure appropriate work instructions and training materials are in place to support delivery of services; coordinate updates as needed with the TSS Process Team following established change and approval protocols
  • Initiate, develop and maintain strong relationships and regular communication protocols with customer contacts, coordinating these with the Service Delivery Leader
  • Coordinate the delivery of services with other TS / GDS teams as appropriate
  • Interview and hire staff, liaising with the Service Delivery Leader where required
  • Ensure all employees are adequately trained on all processes and required skills / competencies
  • Manage, coach and develop all direct reports in line with EY Performance Management and Development guidelines and related GDS initiatives
  • Proactively engage TS employees creating an environment that motivates individuals and teams and recognizes exceptional performance
  • Proactively handle any employee concerns and poor performance issues, working closely with the local GDS Talent Team
  • Support preparation of the annual budget in conjunction with overall GDS budget time lines; monitor actual financial results against agreed targets
  • Participate / support transition of new work to GDS in collaboration with GDS / Global transition support functions
  • Coordinate and manage special projects as assigned
  • Work collaboratively with other Service Delivery Managers (including across Centers) to develop and share best practices and ways of working
  • Analytical / Decision Making Responsibilities

  • Challenge existing HR processes and approaches; think creatively and provide innovative suggestions that will improve service delivery
  • Manage the implementation of multiple initiatives to improve productivity and efficiency
  • Act as an escalation point for service delivery issues and ensure timely closure of all issues
  • Continually review and maintain the team structure, ensuring resources are available to meet agreed business and customer requirements, including periods of peak demand and absence;
  • coordinate with other Service Delivery teams as necessary

  • Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery
  • Knowledge and Skills Requirements :

  • Proven ability to lead teams with demonstrated leadership competencies including coaching and developing high performing teams
  • Positive, can-do attitude and strong business acumen
  • Excellent organization, analytical and problem solving skills
  • Excellent communication skills (verbal and written) with an emphasis on professionalism, confidentiality, tact and diplomacy;
  • English proficiency is mandatory

  • Demonstrated facilitation and presentation skills
  • Culturally sensitive, capable of handling interactions with a global mindset
  • Ability to work in challenging, dynamic, fast-paced environment and deliver results
  • Results oriented with a strong attention to detail and customer service orientation
  • Ability to develop strong relationships with internal clients across all levels of organization, business and supporting functions
  • Proficiency with HR specific technology (SAP Success Factors is a plus)
  • Proficiency with Microsoft suite of products including Outlook, Windows, Excel, Word, PowerPoint, etc.
  • Supervision Responsibilities :

  • Direct supervision of up to 12 Supervisors / Team Leads
  • Work with minimal supervision, effectively prioritizing own work and deadlines
  • Escalate complex issues with recommendations to Service Delivery Leader
  • Other Requirements :

  • The role is based from our GDS Center in Philippines; occasional travel to other GDS centers and customer locations may be required from time-to-time, post pandemic
  • Flexibility in working hours to accommodate multiple time zones, as needed
  • Overtime, as needed to meet deadlines
  • Job Requirements : Education :

    Education :

  • University degree in a commercial, business or HR related discipline
  • Post graduate degree in a relevant specialty a plus
  • Experience :

  • At least 10+ years of progressive experience including 5+ years of management experience with a large multi-national organization
  • Working experience in Human Resources, Shared Services Centre operations and / or BPO operations
  • Certification Requirements :

  • Six Sigma certification / training is a plus
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