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Job Title: Senior Manager Performance Improvement (Financial Services Industry)
Job description
As Performance Improvement Senior Manager for the Financial Services Industry, you’ll build valued relationships with external clients and internal peers and develop a portfolio of business by focusing on high impact opportunities. You’ll lead presentations and proposals for moderately complex projects – or for elements of highly complex projects – and provide subject matter insight to bids and proposals.
Drawing on your skills and experience, you’ll create innovative commercial insights for clients, adapt methods and
practices to fit operational team and cultural needs, and contribute to thought leadership. In addition, you’ll package
overall project findings into clear, concise, high-quality work products. Acting as a subject matter resource on one or more
services, you’ll leverage knowledge and experience to shape Ernst & Young’s services to meet client problems.
By driving improvements in business processes, you’ll serve as a role model for quality & risk management and confirm
that project teams understand and comply with Ernst & Young’s Q&RM guidelines. As a respected senior professional,
you’ll communicate effectively with Ernst & Young engagement partners and managers and work to build, manage and
motivate high-performing teams. You’ll also help key staff to build sustainable competencies.
Client responsibilities
– Participate in and, as required, lead Customer engagements
– Manage financial and quality aspects of client engagements and communicate significant issues, fees, and estimates-to-complete
to partners and clients
– Help partners and directors generate new business opportunities and build client networks and relationships
– Understand all Ernst & Young service offerings and actively identify opportunities to better serve clients
– Build strong internal relationships within Ernst & Young Advisory Services and with other services across the
organization
People responsibilities
– Develop people through effectively supervising, coaching, and mentoring all levels of staff
– Conduct performance reviews and contribute to performance feedback for all levels of staff
– Contribute to people-related initiatives including recruiting, retaining and training Customer professionals
– Maintain an educational program to continually develop personal skills of all levels of staff
– Understand and follow workplace policies and procedures and communicate these to all levels of staff
Desired Skills and Experience
You will be commercially aware and have a deep understanding of the value and cost drivers that impart the inncome statement of financial services institutions. In addition you’ll have knowledge and experience of a number of the following areas:
– Customer strategy, including customer experience and customer operating models
– Sales and channel management, including sales force and marketing effectiveness, bid management effectiveness
and channel optimization
– Customer service improvement, including customer service performance improvement, customer service recovery and
contact centre optimization
– Customer intelligence and economics, including customer acquisition and retention, account and channel
segmentation
– Must be familiar with:
Client facilitation
Business case development
Programme management
Business Process re-engineering
Activity-based costing
This is a Financial Services opportunity. But experience in Retail, Telco or FMCG will be considered positively
Additional skills requirements
– Demonstrated track record with a blue chip consulting organization
– Demonstrated experience in business development
– Strong academic record including a degree (if specialism is customer strategy, this should ideally be a marketing
degree or an MBA; if specialism is customer intelligence and economics, this should ideally be a numerate degree)
Why should I work for Ernst & Young in Performance Improvement?
To achieve their potential, businesses need to continuously achieve and sustain performance improvement in a rapidly
changing environment. As one of our performance improvement advisors, you’ll help many of the world’s leading
businesses and governments tackle their most pressing issues. Working in multidisciplinary teams, often directly with
leaders of major organizations, you’ll bring diverse perspectives to every challenge. We’ll help you achieve your potential
by supporting your professional development and giving you experience of working with a diverse range of clients. You’ll
have the opportunity to build your skills in one of our focused competency groups, including: Finance, Customer, Supply
Chain, IT Advisory, People & Organization, Program Management or Strategic Direction. You’ll also have the opportunity
to team with professionals from other parts of the organization in multidisciplinary engagements, especially those in Risk.
At Ernst & Young, we know it’s your point of view, energy and enthusiasm that make the difference.
How to Apply
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