Senior Manager - Workforce Advisory and Shared Services Delivery

EY; Hyderabad; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

EY is hiring a Senior Manager for PAS WKFA in Hyderabad to oversee BOT service delivery for a global Shared Services Center. The role requires leading day-to-day operations, governance, and stakeholder engagement, with a focus on stabilization, scale-up, and eventual transfer of operations.

Ideal candidates will have 12–18 years in SSC/managed services, strong leadership, and experience in HR/Finance processes, with a track record of driving process improvements and large-scale changes.

Qualifications

• Bachelor's degree in Business Admin, Commerce, Management or related field.
• MBA or Post Graduate in Management/HR/Finance preferred.
• 12-18 years of professional experience.
• 5+ years in Shared Services, GCC, BPO, or service delivery leadership.

Responsibilities

• Lead BOT Service Delivery for a Shared Services Center.
• Oversee SLA, KPI, governance and stakeholder management.
• Drive transition planning and migration readiness across waves.
• Develop delivery managers and drive workforce planning.
• Lead transfer readiness and knowledge transfer initiatives.

Skills

Leadership

Stakeholder management

Strategic planning

Problem solving

Team leadership

Business communication

Education

Bachelor's Degree (Business Administration/Commerce/Management)

MBA or PG Degree (Management/HR/Finance)

Tools

Microsoft Excel

PowerPoint

BI tools (Power BI)

Job description

Senior Manager - PAS WKFA - National - CNS - PC - WORKFORCE ADVISORY - Hyderabad

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it's your career and 'It's yours to build' which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self.

Key fields of play are

Organization and Workforce Transformation- Integrated approach to align business and workforce strategies with current and future operating models by applying capabilities such as scenario modelling, org design, workforce planning & analytics as well as talent strategy, leveraging our proprietary, award-winning EY Organization & Talent Hub.

Change Experience & Learning - Working with clients to define the new Workforce Experience including New Ways of Working (Agile, Design Thinking, Digital, Problem Solving, Collaboration) as well as accelerated adoption through our digitally-enabled Change Experience tracked via Change Insights and Digital Learning via our EY Noggin Labs platform.

Purpose, Culture and Leadership - Align leadership and cultural programs with clients' business strategy, purpose and operating model, adapting to the changing needs of their customers and building modern leadership and talent capabilities to drive efficiency and innovation.

HR Transformation, Systems and Rewards - Re-imagining and digitizing the HR function, including HR strategy, HR service delivery model, HR cloud technology as well as transforming employee policies and rewards to align with business and individual objectives.

Your key responsibilities

Technical Excellence Role Overview

EY is supporting a global client in establishing and operating a Shared Services Center (SSC) through a Build-Operate-Transfer (BOT) model. The Senior Manager will serve as the BOT Service Delivery Lead and will be responsible for overseeing day-to-day SSC operations, service delivery performance, stakeholder management, governance, transition execution, and transfer readiness throughout the BOT lifecycle. The role will act as the operational leader between the Client, EY BOT Governance Team, and SSC Delivery Organization to ensure successful establishment, stabilization, scale-up, and eventual transfer of operations while maintaining service excellence and achieving agreed business outcomes. This position requires strong experience in Shared Services, Global Capability Centers (GCCs), Managed Services, Service Delivery Management, and large-scale transformation programs.

Key Responsibilities

BOT Service Delivery Leadership

Lead and oversee day-to-day service delivery operations for the BOT-managed SSC. Own operational performance, SLA achievement, KPI management, and customer experience outcomes. Establish and maintain governance mechanisms supporting operational excellence. Manage operational risks, issues, dependencies, and escalation processes. Drive stabilization and maturity of services transitioned into the SSC. Ensure delivery teams consistently meet contractual and operational obligations.

SSC Setup and Operational Readiness

Support implementation of the SSC operating model and service management framework. Partner with functional leaders to prepare delivery teams for service transitions. Ensure operational readiness prior to migration waves and go-live activities. Support workforce ramp-up and organizational scaling activities. Drive standardization, process optimization, and continuous improvement initiatives.

Stakeholder and Client Management

Act as the primary operational point of contact for client stakeholders. Build trusted relationships with SSC leadership, business stakeholders, and function leaders. Lead operational governance forums, service reviews, and steering committee discussions. Provide executive-level reporting, performance analysis, and operational insights. Manage stakeholder expectations through periods of significant organizational change.

Transition and Transformation Management

Oversee transition planning and execution across multiple functions. Monitor migration wave performance and stabilization activities. Ensure effective coordination across client, EY, and SSC stakeholders. Support implementation of best practices in service delivery and shared services operations.

People Leadership

Lead and develop delivery managers and operational leaders. Drive workforce planning and resource management activities. Foster a high-performing and client-centric culture. Support talent development, engagement, and retention initiatives.

Transfer Readiness

Lead planning and execution activities supporting transfer of operations to the client. Ensure documentation, governance processes, operating procedures, and management capabilities are transfer ready. Support knowledge transfer and operational handover activities. Minimize business disruption during ownership transition.

Required Qualifications

Education Required: Bachelor's Degree in Business Administration, Commerce, Management, Engineering, Human Resources, Finance, Operations Management, or related discipline. Preferred: MBA or Post Graduate Degree in Management, Operations, Human Resources, Finance, Strategy, or related field. Preferred: Master's degree in a relevant business discipline.

Professional Certifications Preferred

PMP (Project Management Professional). Prince2 Certification. Lean Six Sigma Green Belt or Black Belt. ITIL Foundation or equivalent Service Management certification. Change Management Certification, such as Prosci or equivalent.

Experience Requirements

12-18 years of overall professional experience. Minimum 5 years in Shared Services, GCC, BPO, Managed Services, or service delivery leadership roles. Proven experience leading large service delivery teams and operational organizations. Experience managing client-facing service delivery and governance. Experience owning SLA, KPI, financial, and operational performance objectives. Experience supporting SSC, GCC, captive center, or service center setup initiatives. Experience leading business transitions, migrations, transformations, or operating model changes. Preferred: BOT delivery experience, global or multi-country operations exposure, consulting or managed services experience, and operations experience across HR, Finance, Procurement, Customer Operations, or other enterprise functions.

Required Skills and Competencies

Leadership Skills Executive stakeholder management. Client relationship management. Team leadership and people management. Strategic planning. Decision-making and problem-solving. Influencing and negotiation. Conflict resolution. Change leadership. Functional Skills Shared Services Operations. GCC Operations Management. Service Delivery Management. SLA and KPI Management. Governance Management. Transition and Migration Management. Operational Excellence. Workforce Planning. Vendor Management. Financial and Performance Management. Continuous Improvement Methodologies. Technical Skills Advanced Microsoft Excel. Advanced PowerPoint. Power BI or equivalent reporting tools. Data analysis and performance reporting. Project and portfolio management tools. Governance and reporting frameworks.

Success Measures

SLA and KPI achievement. Client satisfaction and stakeholder feedback. Successful transition and stabilization outcomes. Employee engagement and retention. Operational maturity and governance effectiveness. Risk management and compliance performance. Successful BOT transfer readiness and execution.

Skills and attributes

To qualify for the role you must have Qualification "Required: Bachelors Degree in Business Administration, Commerce, Management, Engineering, Human Resources, Finance, Operations Management, or related discipline", Preferred: MBA or Post Graduate Degree in Management, Operations, Human Resources, Finance, Strategy, or related field. "Preferred: Masters degree in a relevant business discipline." Experience 12-18 years of overall professional experience. People with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful, and able to sustain positive energy, while being adaptable and creative in their approach.

What we offer

Fuelled by the brilliance of our people, EY has emerged as the strongest brand and the most attractive employer in our field, with market-leading growth over competitors. Our people work side-by-side with market-leading entrepreneurs, game-changers, disruptors, and visionaries. As an organization, we are investing more time, technology, and money than ever before in skills and learning for our people. At EY, you will have a personalized Career Journey and also the chance to tap into the resources of our career frameworks to better know about your roles, skills, and opportunities. EY is equally committed to being an inclusive employer, and we strive to achieve the right balance for our people - enabling us to deliver excellent client service while allowing our people to build their careers as well as focus on their wellbeing.