Enablement and Service Improvement Lead - Associate DirectorEY

Position Summary:

The Enablement and Service Improvement Lead plays a pivotal role within the Talent Insights and Analytics (TI&A) team at EY, reporting directly to the Talent Insights and Analytics Leader. This position sets the direction and manages the TIA outsourcing delivery and standards of transactional reporting via IBM, driving efficiencies through automation and effective optimizations. The Enablement and Service Improvement Lead also serves as a point of escalation for IBM-related issues, overseeing the portfolio of change requests and projects. This position further owns the TIA Demand Management, managing intake and project requests from all internal stakeholders, ensuring all demands are allocated and managed, and manages overall delivery. This role partners with Data Product Owners and ET to improve overall end-to-end TIA Delivery. Furthermore, the role ensures that the Global TI&A SharePoint site is up to date, supports the data analysts and analytics networks across Talent, facilitates center of practice for data across Talent, related updates and communications, effectively engages customers and promotes self-service. This role manages a large portfolio of internal clients with varied needs and priorities to drive business value and is essential in driving operational excellence within the Talent Insights and Analytics team, enabling EY to leverage data effectively and maintain a competitive edge in the marketplace.

Essential Functions of the Job:

• Oversee the delivery and adherence to standards for transactional reporting via IBM, ensuring that reporting outputs meet quality and efficiency benchmarks.
• Serve as the primary point of escalation for IBM-related issues, resolving conflicts and facilitating communication between stakeholders to ensure timely resolutions.
• Identify opportunities to drive greater automation in transactional reporting, including necessary changes to data sources, such as SuccessFactors (SF).
• Manage overall demand delivery and effective management of intake and project requests from all internal stakeholders.
• Manage core TI&A operational processes, including demand management and the intake process, ensuring that requests to Global TI&A are handled effectively and that decision-making is transparent to customers.
• Oversee the portfolio of change requests (CRs) and projects within the TIA and Enablement and Reporting teams, ensuring alignment with organizational goals and effective resource allocation.
• Develop and implement processes that streamline operations and enhance the customer experience.
• Supports and facilitates the center of practice for data across Talent, design and optimize the Global TI&A SharePoint site/portal to enhance customer engagement and promote self-service capabilities.
• Incubate new verticals and services based on business demand
• Ensure that the portal provides easy access to relevant resources, tools, and information for stakeholders.
• Provide learning and training opportunities to help team members and stakeholders effectively access data and utilize TI&A tools.
• Develop training materials and resources that enhance users' understanding of data access and reportingcapabilities.
• Coordinate impact assessments resulting from EY organizational changes, including data privacy and security changes, ensuring that Global TI&A manages these transitions effectively.
• Collaborate with relevant stakeholders to assess the implications of changes and implement necessar adjustments to processes and reporting.

Analytical/Decision Making Responsibilities:

• Analysis of current transactional reporting processes to identify areas where automation can be implemented, making informed decisions on necessary changes to data sources and reporting methodologies.
• Assessment of the effectiveness of core TI&A operational processes, including demand management and intake, to identify inefficiencies and recommend improvements that enhance service delivery.
• Evaluation of conflicts and issues related to IBM reporting, using analytical skills to diagnose root causes and make decisions on appropriate resolutions or escalations.
• Analysis of the portfolio of change requests (CRs) and projects to prioritize initiatives based on business impact, resource availability, and alignment with organizational goals.
• Conducts impact assessments resulting from organizational changes, analysing the implications for data privacy, security, and reporting processes, and making decisions on necessary adjustments to ensure compliance and effectiveness.
• Gathering and analysis of feedback from stakeholders regarding operational processes and reporting needs, making data-driven decisions to refine processes and enhance customer satisfaction.
• Assessment of the training needs of team members and stakeholders, using insights to design and implement…