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SalaryReporting to the Canada Talent Enablement Leader, the Talent Operations Manager (internal rank of Assistant Director) is responsible for overseeing the delivery of talent transactional services provided by a third-party service provider (subsequently referred to as “Service Provider”), as well as talent enablement initiatives supporting EY’s talent agenda. In this role you will act as a liaison and change agent between numerous internal stakeholder groups and the Service Provider, ensuring quality, seamless and consistent end-to-end talent process delivery, with particular attention to processes with dependencies between the two organizations. You will achieve this through monitoring of performance measures, proactively assessing gaps and looking for continuous improvement opportunities, and leading talent process improvement and automation initiatives. The incumbent will also play a supervisory and/or counseling role to more junior members of the EY Talent Enablement team.
Responsibilities
- Monitor Service Provider performance against service level agreement targets and key performance indicators, for Core HR, HR Contact Center and Onboarding talent transactions.
- Act as the point of contact to EY stakeholders for incident escalation and continuous improvement feedback.
- Manage areas of scope/role ambiguity between EY and Service Provider to ensure work is being done by the right group(s) at the right time.
- Log formal feedback regarding Service Provider quality and effectiveness, ensure root cause analysis is completed and corrective measures are implemented, and evaluate effectiveness.
- Analyze operational data and stakeholder feedback, identify trends, gaps and process improvement opportunities, and work with appropriate stakeholder groups to solution, present recommendations, influence decisions and lead the change implementation.
- Determine how shifts in internal policies, technologies and/or business requirements impact end-to-end processes and lead the change implementation in collaboration with various stakeholder groups.
- Work closely with internal global account team on potential scope change requests with a commercial impact on contract with Service Provider, as well as provide input into the allocation of resources to meet changing needs.
- Supervise daily operations within the EY Talent Enablement Team and foster a continuous improvement culture that allows team members to make improvement suggestions and enhance service quality and operational efficiency.
- Drive implementation of talent process automation initiatives, including the regional talent portion of the firm’s generative AI chatbot
- Co-project manage, along with HR systems, all stages of large HR systems implementation projects from the perspective of impacts to end to end talent operational processes.
- Supervise and/or act as Counselor to members of internal Talent Enablement team – overseeing their performance and providing experiences, coaching and learning opportunities.
Skills and Attributes for Success
- Demonstrates broad HR knowledge base in terms of policies, practices, and end-to-end processes
- Understands end-to-end project management phases (i.e project plan, requirements gathering, testing, sign-off, change management) and can effectively lead a project
- Ability to build and maintain strong relationships with internal and external stakeholders at all levels
- Ability to concisely present complex information and possible solutions, and influence a variety of audiences up to and including senior leaders, using both written and verbal presentation skills
- Comfortable with tactfully challenging the status quo and championing change
- Ability to prioritize/execute multiple tasks and work under time constraints
- Ability to cope with ambiguity; to drive change and performance outcomes in a complex and agile environment
- Understands the “bigger picture” to ensure initiatives align to business strategies and quality/risk compliance
To qualify for the role you must have
- 8+ years of relevant work experience in Human Resources operations supporting processes of numerous stages of the employee life-cycle, in a talent service delivery/shared services environment
- Bachelor’s degree in a related field or equivalent work experience
- Relationship Management with 3rd party vendors, understanding contract and scope of services
- Strong understanding of KPI/SLA delivery management
- Extensive Experience using a human capital management system to support human resources operations (ideally SAP SuccessFactors) as well as an automated ticket management system (ideally ServiceNow)
- Experience leading and executing projects across several stakeholder groups
- Experience in a people manager role providing counseling, coaching and mentorship
Ideally you will also have:
- Work experience in a professional services environment a definite asset
- This role involves interaction with internal and external clients and professionals nationally and globally. Professional competency in the English language is therefore a requirement of this role. Bilingualism in both French and English is considered an asset.
The salary range for this job in British Columbia is $85,100 to $141,900. Individual salaries within this range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and work location city.
What we offer
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Plus, we offer:
- Support and coaching from some of the most engaging colleagues in the industry
- Learning 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
Diversity and Inclusion at EY
Diversity and inclusiveness are at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advocating for the 2SLGBT+ community, promoting our Neurodiversity Centre of Excellence and Accessibility initiatives, and are dedicated to amplifying the voices of Indigenous people (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.
