Senior Manager-Performance Improvement- Customer
Ernst & Young - Abu Dhabi

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Job purpose

As Performance Improvement Senior Manager – Customer, 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 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

Technical skills requirements

You’ll have knowledge and experience of a number of the following areas:

Contact Center technology/solutions as well as Customer Relationship Management (CRM) applications

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

Bi-lingual in Arabic and English is essential

Experience in driving Customer Service Improvement (people, process and technology) in Customer Care and Customer Contact Center environments

Experience in working alongside technology integration partners to drive sustainable change

Experience of working with any Customer Relationship Management (CRM) applications (either vendor, e.g. Siebel, Oracle, Salesforce.com) or in-house customised applications

Experience in driving process efficiency and consolidation

Government/Public service experience is preferred but not essential

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.

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