The Enablement and Service Improvement Lead is a pivotal role within the Talent Insights and Analytics (TI&A) team. Reporting directly to the Talent Insights and Analytics Leader, this position sets the direction and manages the TIA outsourcing delivery and standards of transactional reporting via IBM.
Driving efficiencies through automation and effective optimizations, the Enablement and Service Improvement Lead oversees the portfolio of change requests and projects.
This position also serves as a point of escalation for IBM-related issues, managing intake and project requests from all internal stakeholders, ensuring all demands are allocated and managed.
Additionally, the Enablement and Service Improvement Lead owns the TIA Demand Management, partnering with Data Product Owners and ET to improve overall end-to-end TIA Delivery.
Furthermore, this role ensures that the Global TI&A SharePoint site is up to date, supports the data analysts and analytics networks across Talent, facilitates center of practice for data across Talent, related updates and communications, effectively engages customers and promotes self-service.
This role manages a large portfolio of internal clients with varied needs and priorities to drive business value and is essential in driving operational excellence within the Talent Insights and Analytics team.
Key Responsibilities:
* Oversee the delivery and adherence to standards for transactional reporting via IBM, ensuring that reporting outputs meet quality and efficiency benchmarks.
* Serve as the primary point of escalation for IBM-related issues, resolving conflicts and facilitating communication between stakeholders to ensure timely resolutions.
* Identify opportunities to drive greater automation in transactional reporting, including necessary changes to data sources, such as SuccessFactors (SF).
* Manage overall demand delivery and effective management of intake and project requests from all internal stakeholders.
* Manage core TI&A operational processes, including demand management and the intake process, ensuring that requests to Global TI&A are handled effectively and that decision-making is transparent to customers.
* Oversee the portfolio of change requests (CRs) and projects within the TIA and Enablement and Reporting teams, ensuring alignment with organizational goals and effective resource allocation.
* Develop and implement processes that streamline operations and enhance the customer experience.
* Supports and facilitates the center of practice for data across Talent, design and optimize the Global TI&A SharePoint site/portal to enhance customer engagement and promote self-service capabilities.
* Incubate new verticals and services based on business demand.
* Ensure that the portal provides easy access to relevant resources, tools, and information for stakeholders.
* Provide learning and training opportunities to help team members and stakeholders effectively access data and utilize TI&A tools.
* Develop training materials and resources that enhance users' understanding of data access and reporting capabilities.
* Coordinate impact assessments resulting from EY organizational changes, including data privacy and security changes, ensuring that Global TI&A manages these transitions effectively.
* Collaborate with relevant stakeholders to assess the implications of changes and implement necessary adjustments to processes and reporting.
Analytical/Decision Making Responsibilities:
* Analysis of current transactional reporting processes to identify areas where automation can be implemented, making informed decisions on necessary changes to data sources and reporting methodologies.
* Assessment of the effectiveness of core TI&A operational processes, including demand management and intake, to identify inefficiencies and recommend improvements that enhance service delivery.
* Evaluation of conflicts and issues related to IBM reporting, using analytical skills to diagnose root causes and make decisions on appropriate resolutions or escalations.
* Analysis of the portfolio of change requests (CRs) and projects to prioritize initiatives based on business impact, resource availability, and alignment with organizational goals.
* Conducts impact assessments resulting from organizational changes, analyzing the implications for data privacy, security, and reporting processes, and making decisions on necessary adjustments to ensure compliance and effectiveness.
* Gathering and analysis of feedback from stakeholders regarding operational processes and reporting needs, making data-driven decisions to refine processes and enhance customer satisfaction.
* Assessment of the training needs of team members and stakeholders, using insights to design and implement effective learning programs that improve data access and usage capabilities.
* Identification of opportunities for continuous improvement in operational processes and reporting practices, utilizing analytical skills to propose and implement best practices that drive efficiency and effectiveness.
Requirements:
* Strong ability to analyze complex data sets, identify trends, and derive actionable insights that support strategic decision-making.
* Proficiency in data management practices, including data governance, data privacy, and security protocols, with experience in using tools such as Success Factors (SF) for reporting and analytics.
* Advanced proficiency in analytics tools and programming languages, expertise in SQL/Spark, Python, R, Databricks, MS Power Automate as well as AI/ML frameworks and APIs.
* Experience with data visualization tools (e.g., Power BI) to create compelling visual representations of data that facilitate understanding and decision-making.
* Knowledge of project management methodologies to oversee the portfolio of Change Requests (CRs) and projects, ensuring timely delivery and alignment with business objectives.
* Excellent verbal and written communication skills to effectively engage with stakeholders, present findings, and facilitate training sessions.
* Familiarity with data visualization tools and platforms, as well as experience in optimizing SharePoint sites or similar portals for effective customer engagement.
* Strong problem-solving skills to resolve conflicts and address client customer issues efficiently, acting as a point of escalation when necessary.
* Experience in leading and mentoring teams, fostering a culture of collaboration, continuous improvement, and operational excellence.
* Understanding of the talent landscape and the ability to align analytical insights with organizational goals to drive competitive advantage.
Supervision Responsibilities:
* Work closely with the Leads across the Talent Insights and Analytics team and wider Talent Functions to ensure the provision of services that support business and functional delivery.
* Provide direct supervision and guidance to the Enablement Consultant and Enablement Analyst, fostering their professional development and ensuring alignment with team objectives.
* Oversee the performance of the IBM team, setting clear expectations, conducting regular performance evaluations, and providing constructive feedback to enhance individual and team productivity.
* Manage resource allocation within the team, ensuring that workloads are balanced and that team members are effectively utilized to meet operational demands and project deadlines.
* Act as a mentor to direct reports, offering support and opportunities for skill development, training, and career advancement within the Talent Insights and Analytics team.
What We Offer:
* A comprehensive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.
* Individual salaries determined through a wide variety of factors, including education, experience, knowledge, skills, and geography.
* Total Rewards package includes medical and dental coverage, pension, 401(k) plans, and paid time off options.