EY Global Services Limited prod Hiring for HR Manager – Contact Center at Birmingham Full Time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Talent Shared Services provides the most effective and efficient solution for Talent’s strategic and operational needs. We leverage our global strength and scalability to drive the HR-related technology, projects and processes that allow EY to deliver against the changing requirements within our Talent organization, thereby enabling success. Talent Shared Services offers key support to EY’s Talent teams within the business and delivers seamless HR operational services to the organization through a globally efficient network of Regional and Global delivery centres.

The opportunity

In this role you will lead on the day to day management of the EY Help HR Generalist and Recruitment helpline teams to deliver high quality, first line advice and guidance whilst effectively managing stakeholder relationships. Your focus will be to drive service delivery excellence demonstrating continuous process improvement, leading on change and optimising resource levels. You will be required to manage priorities and risks clearly articulating your plans to the Head of Core HR, Advisory & Immigration Services and where appropriate communicate directly to stakeholders within the Talent Team and wider firm.

Your key responsibilities

You will lead all operational activity and allocation of resources across the EY Help HR Generalist and Recruitment helpline teams to meet team deliverables and individual career goals. Organise the workflow across the team on a daily basis, ensuring full contingency plans are in place and key priorities are achieved. Plan for periods of increased activity through medium and short-term resource planning ensuring optimum productivity of the team.

You will provide leadership to the team, building motivation and acting as a role model.

You will manage the development of knowledge and skills within the team.

You will coach and counsel the team, providing continuous feedback on performance to enable accurate succession planning.

You will provide guidance to the team in making decisions and applying judgement in dealing with complex queries.

You will respond to service issues in a timely and constructive way, providing advice and guidance for speedy investigation and resolution, escalating where necessary

You will identify potential risks to the firm, working with the Counsellor Advice Team and Employee Relations team to manage effectively, escalating where necessary.

You will create opportunities to identify, plan, implement, measure, review and analyse added value services through reporting trends, to ensure HR SharePoint, SAP Jam and Goldie are accurate.

You will demonstrate proficiency and subject matter expertise in all systems used ensuring that the team’s key performance indicators are met.

You will facilitate daily, weekly and monthly reports and management information to monitor call flow and response times, together with headcount and absence

You will lead and develop relationships with stakeholders (UK and globally), demonstrating proactive sharing of management information and opportunities to further improve service and knowledge of the teams.

You will take responsibility for keeping abreast of EY HR policy, process developments and employment law changes, and cascading to advisors.

You will take accountability for recruitment of all new team members, developing new and innovative ways to attract talent from the market together with developing a strong internal pipeline through the stand-by advisor programme.

You will manage change projects at an operational level, working closely with the Head of Core HR, Advisory & Immigration Services.

You will contribute to and potentially lead on wider Talent Shared Services and HR projects and initiatives.

You will contribute to the Manager Network community within Talent Shared Services.

Skills and attributes for success

We are looking for people with proven experience as a HR professional, ideally within a Talent Shared Services environment. You will need to demonstrate experience of leading a team in a demanding, quality driven, professional environment.

To qualify for the role you must have:
Degree level or equivalent experience

A strong track record in the management of customer focused teams and excellent coaching skills to ensure optimum operational effectiveness

Extensive knowledge of employment law and HR processes, with an understanding of helpdesk telephony software and call flow management. Able to demonstrate success in HR advisory service delivery

Strong interpersonal skills for relationship management, operating standards, commercial outlook and attention to detail

Ideally, you’ll also have:
An ability to constructively challenge peers and to demonstrate robust decision making

What we look for

We are looking for an enthusiastic individual with excellent interpersonal and leadership skills. If you demonstrate strong team management abilities and effective implementation of continuous process improvements, this role is perfect for you.

What we offer

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. In addition, we offer:

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.

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 for the complex issues facing our world today.