Executive Assistance CoE - Service Delivery Manager - US Nightshift

EY; Taguig; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

EY Global Delivery Services is seeking an Executive Assistance CoE - Service Delivery Manager for US Nightshift in Taguig. You will lead an Executive Assistance team (>100 FTEs) and collaborate with onshore teams and EY GDS to ensure smooth operations and delivery of services.

The role emphasizes client and people management, strategic planning, and driving improvements across tools and processes, with a focus on delivering exceptional client service and aligning with EY’s global standards.

Qualifications

• Minimum 7 years of relevant work experience as people manager and service delivery manager.
• Experienced in strategic operations, planning and execution of global KPIs.
• Very good understanding of labour law and local regulations affecting talent markets.
• Excellent communication and organizational skills.
• Customer orientation and stakeholder management experience.
• Advanced English skills.

Responsibilities

• Build and maintain exceptional relationships with internal clients and stakeholders.
• Serve as the GDS representative in business support services structures out of GDS AWS PH, Executive Assistance CoE.
• Own, monitor and maintain team performance using established practices and deliver exceptional client service.
• Define strategies to develop and enhance service offerings and revenue opportunities with planned resources.
• Identify, evaluate and address training and development needs for all team members.
• Ensure appropriate support levels and embed performance management across the team.
• Contribute to improvements of tools, systems and procedures, identifying issues and proposing solutions.
• Monitor workflows and assignments to run operations efficiently and anticipate resource needs.
• Drive innovation and explore new EY opportunities within the team.
• Strengthen connections with the global EY GDS organization to share best practices.
• Drive solutions to elevate EY’s standing in the field and participate in strategic initiatives.
• Handle operational matters and act as a transformative leader.

Skills

People management

Client management

Stakeholder management

Team leadership

Service delivery

Strategic operations

English proficiency

Job description

Executive Assistance CoE - Service Delivery Manager - US Nightshift

Location: Taguig

Other locations: Primary Location Only

Requisition ID: 1758512

The opportunity

• Your role will be to manage Executive Assistance Team in GDS PH US (100 FTEs+).
• You will prove your experience in client management, people management and you'll have the ability to handle and resolve service delivery concerns. You will work closely with the onshore teams and other members of the EY GDS services team to ensure the smooth functioning of the operations. You will be responsible for various projects.

Your key responsibilities

• Build and maintain exceptional and strong relationships with internal clients and stakeholders
• Serve as the GDS representative in business support services structures out of GDS AWS PH, Executive Assistance CoE
• Own, monitor and maintain the performance of the team using established ways of working and making Exceptional Client Service (ECS) a normal way of doing business
• Define strategies to develop and enhance existing service offerings, revenue opportunities with plans in place, e.g. resource requirements, to deliver those services
• Identifying, evaluate and assess individual training and development areas for all members of the team
• Ensure appropriate level of support is in place for all team members. Ensure our performance management processes are in place and embedded across the team and is consistent with client's strategies.
• Actively contribute to improvements of the tools, systems and procedures used by the team. Identify issues and propose solutions for the entire span.
• Actively monitor and analyze instructions, workflow and assignments to ensure the operations of the team is run efficiently. Anticipate future resource requirement
• Drive innovation agenda within the team and investigate on new opportunities for EY
• Strengthening connection of the local team with the global EY GDS organization in order to share the best practices and gain the effect of synergy for EY GDS stakeholders
• Drive solutions which will make EY outstanding in the given field
• Take active part in multiple strategic initiatives and projects
• Handle effectively operational matters
• Act as the transformative leader

Skills and attributes for success

• Minimum 7 years of relevant work experience as people manager and service delivery manager
• Experienced in strategic operations, planning and execution of global KPIs
• Very good understanding of the labour law and local regulations as well as markets trends and dependencies related to the talent
• Excellent communication and organizational skills
• Customer orientation and proved experience in stakeholder management
• Understanding and compliance with deadlines and priorities
• Experience in building high performing teams across generations, cultures and locations
• Proven experience in transitioning and/or setting up new roles from the offshore to the onshore organization
• Advanced English skills

To qualify for the role, you must have

• Proven understanding of the Shared Services/Global Business Services concept along with the location business context in the Philippines.
• Proven understanding of admin support services of EY and the role of GDS plays to support EY member firms
• Experience in leading diverse service delivery teams
• Experience in change management

Note : This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations - Argentina, China, India, the Philippines, Poland and the UK - and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We'll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
• Success, as defined by you : We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership : We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers to the complex issues facing our world today.

The exceptional EY experience. It's yours to build.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.