Talent Operations Manager - Toronto, Canada - EY

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

Reporting 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 endtoend 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
Coproject 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 endtoend processes
Understands endtoend project management phases (i.e project plan, requirements gathering, testing, signoff, 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 lifecycle, 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 tick