Job Summary: Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including recruitment support, onboarding support, people data administration, learning administration and performance management support to Ernst & Young member firms.TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, Learning & Development and Recruiting transactions and associated administration, Reporting and People Infrastructure.
These services are delivered from our centers in Manila, Philippines; Dalian, China; Kerala, Bangalore and Trivandrum India; and Wroclaw, Poland.The TSS Supervisor guides a team that provides HR shared services operations support in accordance with the established policies, procedures and service level agreements. He or she will provide process guidance to team members, liaise with internal and external stakeholders, and process complex reviews and transactions.Essential Functions of the Job:
Ø Schedules, administers, and monitors the day-to-day activities for assigned team members in accordance with established policies, procedures and service level agreements
Ø Develops and maintains a thorough understanding of the functional process
Ø Reviews work product and deliverables (including MI reporting) as necessary to ensure service levels and quality standards are consistently met by the team
Ø Conducts quality checks and/or reviews select work of team members; provides appropriate feedback on performance
Ø Oversees team member staffing, scheduling, holiday & vacation management
Ø Trains and provides process guidance to team members
Ø Participates in the staff recruitment process
Ø Challenges existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service
Ø Ensures process documents are reviewed and updated on a regular basis
Ø Serves as the escalation point for functional issues; works with Service Delivery Manager, Customers or others to resolve as necessary
Ø Participates in leadership meetings and/or customer calls to share feedback and operational results
Ø Participates on service transitions projects as needed
Ø Participates in GDS initiatives and other projects (as assigned)
Key tasks for TSS BAT (Badges Administration Team):Ø Review and process Badges submissions:
Review and approve awards of Badges based on documentation submissions received from EY learners
Liaise with Badge subject matter resources
Liaise with EY learners regarding submission queries and general Badges questions
Liaise with Global Learning Deployment team to escalate issues and administer appeals process
Administer Badge awards in SAP SuccessFactor
Ø Review and process Tech MBA submissions:
Review and validate Tech MBA submissions for completeness
Prepare and submit application packs to Hult University
Liaise with EY learners regarding application queries and general Tech MBA questions
Liaise with Hult University regarding Tech MBA submissions and respond to requests for additional information
Liaise with Global Learning Deployment team to escalate issues and administer appeals process
Review and validate legacy Badges awarded in 2017-20, including gathering and reviewing evidence
Administer Tech MBA awards in SAP SuccessFactors
Ø Build and maintain learner-facing content pages for Badges in SAP SuccessFactors JAM
Create new, revise existing and retire existing JAM content pages using pre-defined templates, according to periodic cycle
Knowledge and Skills Requirements:Ø Has very good understanding of general TSS concepts
Ø Ability to develop comprehensive understanding of concepts of EY Badges and Tech MBA
Ø Ability to develop in-depth knowledge in the assigned processes, and to follow them consistently and efficiently
Ø Excellent communication skills (facilitation and presentation skills a plus)
Ø Fluent verbal and written English
Ø Ability to closely follow checklists and detailed instructions to review and assess written submissions in English
Ø Strong organization, analytical and problem-solving skills; logical flow of thought and process orientation
Ø Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical
Ø Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
Ø Proficiency with HR and Learning specific technology (SAP SuccessFactors and ServiceNow a plus, though training will be provided)
Ø Proficiency with Microsoft suite of products including Outlook, Windows, Excel, Word, PowerPoint, etc.
Ø Experience of marking or assessing test papers in an educational environment a plus
Job Requirements:
Education:
Ø Bachelor’s Degree in HR/other studies, postgraduate diploma in HR (or completed HR courses) a plus
Experience:
Ø Minimum of 5+ years of progressive experience including at least 1-2 years of supervisory experience
Certification Requirements:
Ø None specifically noted.
