Product Consultant - Service Delivery

Job Description

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

The opportunity

The Talent Product Consultant is responsible for leading the deployment of new or changed product solutions for Talent Service Delivery, as defined by the strategic direction and global Talent prioritization processes. This role will work with the Talent Solutions team and relevant global Talent functions, to drive aligned execution of improvements and changes to Talent function process, technology, and data, ensuring outcomes that further Talent strategy and have positive impact on end-user experience and business value.

Essential functions of the job:

• Oversee and manage the deployment of new product solutions (across process, service delivery, technology, and data) and improvements in relation to the Talent Service Delivery function
• Day-to-day project management of internal and external delivery partners:
  • Confirm that scope, requirements, resources and SMRs are in place
  • Ensure robust and appropriate project management methodologies are applied to deliver high quality plans and risk management
  • Ensure realistic change and implementation plans
  • Work with Region / Function / Service Line Talent to ensure networks are activated as required
  • Ensure strong stakeholder engagement and management and clear, targeted communications
  • Ensure training materials and training interventions are in place
  • Plan and sign off on testing cycles (e.g., SIT, UAT, SRT), in Regions / Functions / Service Lines
  • Ensure clear governance and decision-making processes at the project level
  • Develop and monitor clear measures and KPIS to track progress of delivery and adoption
• Work across the Talent Delivery team – including Talent Delivery Strategic Consultants, Talent Product Owners and Product Analysts – to ensure a joined-up approach from definition of scope and requirements to landing changes within Regions / Functions / Service Lines
• Contribute to the development of business cases for initiatives to secure the required investment or projects as part of Talent prioritization and planning process
• Understand compliance requirements, including ISQM, and ensure all new / changed processes are compliant and that the required controls are embedded in new / changed processes
• Oversee extended teams of SMRs that support execution of project delivery both within and outside of Talent, EY Tech Consulting and EY Technology, escalating any issues to the Product Owner where required
• Work with the Talent Delivery Strategic Consultants to develop and execute change communications and change management activities, either directly or via a third party
• Work closely with Talent Service Delivery & Experience Lead when scoping and defining projects
• Use process mining and employee listening to identify issues with the employee experience to inform design, or to inform tweaks to existing processes, to ensure processes are working as intended
• Ensure change requests (and associated business cases) that require investment or project resources to deliver are submitted effectively to the required governance committee

Problem solving:

• Develop solutions that maintain a consistent global approach to Talent products, whilst taking into account regional nuances and needs of specific countries
• Prioritize conflicting requests from stakeholders (including Senior stakeholders), applying a logical approach that can clearly explain the reasoning behind the prprioritization.Identify solutions to complex requests by stakeholders; using knowledge of EY and Partner tools/products to understand the art of the possible, and translating this into a practical approach to the request
• Use understanding of ISQM to manage processes compliance, embedding appropriate controls in processes and develop approaches to mitigate any potential risks identified
• Using depth of expertise to develop solutions that support the overall Talent strategy (for example setting the strategic direction of processes in the function, e.g., to increase automation of the Service Delivery process but the overall strategy for Service Delivery)

Analytical/decision-making responsibilities:

• Make decisions to define, deliver, and continuously improve the process
• Use understanding of global and regional talent strategies to effectively prioritize conflicting requests from function/regional stakeholders, communicating the logic behind the decision to prioritize in that way
• Use understanding of ISQM standards to identify when processes may pose compliance risks
• Analyze change priorities and raise these with the Talent Product Owner and Talent Solution Leader to secure investment or project resources for required processes
• Provide the Talent Product Owner with recommendations on what processes could be automated and how these should be prioritized
• Drive reduction of duplication across the Talent ecosystem of processes, frameworks, toolkits, and technology by ensuring relevant and broadly applicable solutions are designed and developed; work with the Talent Delivery Strategic Consultants to support coordination of the deployment into Regions/Service Lines
• Responsible for leading the development of process solutions, including deciding which technology to use, considering any recommendations from EY Technology

Knowledge and skills requirements:

• Extensive understanding of ISQM standards and how this is applied in practice
• Knowledge of EY tools, systems, and technology
• Extensive knowledge of Talent processes
• Broad knowledge of different Talent function strategies, trends, leading practices, services, and solutions
• Strong consulting skills that drive business impact; able to strategically interpret, challenge and shape requirements, driving complex, conceptual problem-solving
• Strong teaming skills; leading partnering effectively across Talent ecosystem and EY
• Strong communication skills with strong awareness of cultural nuances when applying a global mindset to working effectively with others
• Strong ability to set vision and priorities, driving execution within budget and effective time frames
• Significant ability to cope with ambiguity; to drive change and performance outcomes in a complex and agile environment

Supervision responsibilities:

Supervise third parties and other EY teams (e.g., EY Tech Consulting, EY Technology) engaged as SMRs on specific projects or initiatives, setting requirements for work activities and ensuring work is performed in line with Global Talent processes and procedures; monitoring work to check the quality of work outputs delivered

Relationships:

• Reports to: Talent Product Owner
• Works with:
  • Talent Solutions Business Partners
  • Talent Function Leads
  • EY Tech Consulting
  • Enterprise Technology (ET)

Job requirements:

• Education:
  • Educated to Bachelor’s degree or equivalent level
  • Higher professional or Master’s qualification is preferred, not required
• Experience:
  • Experience in designing and delivering process experience design and implementation for a business across the employee lifecycle
  • Extensive experience of leading and influencing across multiple levels of rapidly changing ambiguous organizations, providing credible trusted advice to address challenges, diagnose root causes of performance gaps and decide on options for moving forward
  • Experience of conducting internal and external research and analysis, providing best practices and insights to drive improvements
  • Extensive experience of working in fast-paced, ambiguous, stressful environments to deliver required results
  • Demonstrable experience of having worked to lead or provide SMR advice to achieve successful change outcomes
  • Knowledge of ServiceNow, automation, and AI technologies; these skills are desirable for the tech portfolio
• Certification requirements:
  • Higher professional or master’s qualification in a related discipline is preferred, not required
  • Active membership in related professional bodies or industry groups is preferred, not required
• Other requirements:
  • Due to global nature of the role, travel and willingness to work alternative hours will be required
  • Due to global nature of the role, English language skills - excellent written and verbal communication will be required

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.