Americas - Account Operations Specialist

Job Description: Account Operations Supervisor

Overview:

The Account Operations supervisor will play a critical role for delivering impactful services to internal stakeholders. This individual has a direct responsibility for overseeing, delegating, and managing account operations as well as oversight of business and budget planning, people management and communications, globally. The individual is responsible for owning and delivering operations and strategic enablement support to the leadership and help operationalize the support delivery model. The core focus will be to ensure seamless service delivery for ongoing initiatives and special projects that support EY’s growth and profitability.

Key Responsibilities

• Lead a team of account operations specialists
• To liaise and work with accounts and internal business groups to scope support requirements, build processes for the execution of account’s operational tasks.
• Own, monitor and maintain the performance of Account Support Centre team using established ways of working and making Exceptional Client Service (ECS) a normal way of doing business.
• Responsible for project management, quality control, review of deliverables, and for embedding the principles of exceptional client service of being connected, responsive and insightful in our support to the account teams and internal business groups
• Identifying, evaluate and assess individual training and development areas for all members of the team. Ensure an appropriate level of support is in place for all team members. Ensure our performance management processes are in place and embedded across the team.
• Own MIS and other operational reporting for the team and share relevant information with the business leaders and stakeholders.
• Ensure relevant stakeholders receive and understand critical business indicators for the support.
• Lead people engagement as a priority, taking steps to enhance the motivation of the teams, facilitation of knowledge sharing and development/identification of best practice
• Improvising on delivery model needs, capacity allocation and workflows basis nature of work
• Drive organizational compliances within the team and oversee compliance needs with managing client procurement tools.
• Identify existing processes for refinement using digital platforms, automation tools, and analytics
• Achieve operational excellence through the standardization of activities and best practice sharing.

Skills and Attributes for Success: 

• Excellent spoken and written communication skills, as well as presentation skills and ability to build internal and external relationships
• Strong upward management skills and exposure to working for / interfacing with senior management
• Strong business acumen and commerciality, analytical and problem-solving skills, including financial analysis
• Good management skills with the ability to complete multiple tasks and meet deadlines
• Manage and support initiatives, clarify objectives, priorities, scope changes, and timelines
• Expert in information sources relevant to business development needs
• Communicate critical business indicators with in-depth reports and dashboards.
• Advanced skills in Microsoft Office (Excel and PowerPoint)
• Ability to analyze operational challenges and can deliver insightful solutions
• Self-motivated with high levels of maturity, energy, enthusiasm, flexibility & assertiveness
• Able to effectively summarize and conclude on work, applying appropriate documentation standards
• Demonstrated success in building relationships at a senior level
• Strong project management skills, including the ability to complete multiple tasks in a fast-paced environment
• Ability to communicate and influence effectively (written/verbally) with people on a global basis
• Understanding of firm’s knowledge sharing resources and capabilities

Soft Skills: 

• Capability to resolve issues independently and in a team.
• Strong needs analysis and stakeholder negotiation skills
• Attention to detail and quality
• Focus on achieving intended outcomes in a timely manner
• Challenge insightfully and propose credible solutions.
• Enjoy a team-based environment and respect others' opinions.
• Willingness to learn new tools, technology, global developments, and processes.
• Create a strong and positive rapport with leadership and team members.

Leadership and People Management: 

• High-performing team player accustomed to an agile, fast-paced environment
• Displays assertiveness — however, should also be a good listener and consensus builder with executive level stakeholders
• Effective in time management and project prioritization
• Shows high degree of professionalism and integrity
• Uses outstanding speaking and writing skills to enhance understanding and encourage collaboration
• Collaborative mindset with ability to identify risk or opportunity areas
• Ability to think ahead of the curve and forecast outcomes to suggest appropriate solutions

Experience

• 7+ years of hands-on experience in a fast-paced global environment
• Experience of interacting with geographically dispersed professionals strongly preferred
• Reporting experience, knowledge of standard metrics and key performance indicators
• Understanding of business research or data interpretation and analysis concepts
• Understanding of Project Management concepts and experience working on non-IT projects
• Professional services industry experience, or internal or external client-serving experience preferred

Ideally, you’ll also have: 

• Data reporting skill
• Proficient with MS office suite
• Exposure to Power Platform tools like Power Automate, Power Apps, Power BI.
• Credible experience working in a fast moving, client driven environment.
• Professional services industry experience, or internal or external client serving experience preferred

Technologies and Tools: 

• Microsoft 365 products, apps, and services.

Shift and Schedule: Flexible to work in Eastern and Pacific US Time