Enablement and Service Improvement Lead

Enablement and Service Improvement Lead - Associate DirectorJoin to apply for the Enablement and Service Improvement Lead - Associate Director role at EY .Position SummaryThe Enablement and Service Improvement Lead plays a pivotal role within the Talent Insights and Analytics (TI&A) team at EY, 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 Lead also serves as a point of escalation for IBM-related issues, oversees the portfolio of change requests and projects, and manages TIA Demand Management, ensuring all demands are allocated and managed.Key ResponsibilitiesOversee delivery and adherence to standards for transactional reporting via IBM, ensuring quality and efficiency benchmarks.Serve as the primary point of escalation for IBM-related issues.Identify opportunities to drive greater automation in transactional reporting, including necessary changes to data sources such as SuccessFactors.Manage overall demand delivery and intake of project requests from internal stakeholders.Maintain the Global TI&A SharePoint site, support data analysts and analytics networks across Talent, and promote self‑service capabilities.Incubate new verticals and services based on business demand.Develop and implement processes that streamline operations and enhance the customer experience.Analytical and Decision‑Making ResponsibilitiesAnalyze current transactional reporting processes to identify areas for automation.Assess the effectiveness of core TI&A operational processes and recommend improvements.Analyze and prioritize the portfolio of change requests and projects based on business impact.Conduct impact assessments resulting from organizational changes related to data privacy, security, and reporting processes.Gather and analyze feedback from stakeholders to refine processes and enhance customer satisfaction.Identify opportunities for continuous improvement in operational processes and reporting practices.Knowledge and Skills RequirementsStrong ability to analyze complex data sets and derive actionable insights.Proficiency in data management practices, including governance, privacy, and security protocols.Advanced proficiency in analytics tools and programming languages (SQL, Spark, Python, R, Databricks, Power Automate, AI/ML frameworks).Experience with data visualization tools (e.g., Power BI) and optimizing SharePoint sites.Knowledge of project management methodologies for overseeing change requests and projects.Excellent verbal and written communication skills.Strong problem‑solving skills and experience in leading and mentoring teams.Understanding of the talent landscape and ability to align analytical insights with organizational goals.Supervision ResponsibilitiesProvide direct supervision and guidance to the Enablement Consultant and Enablement Analyst.Oversee the performance of the IBM team and conduct regular performance evaluations.Manage resource allocation within the team to meet operational demands and project deadlines.Act as a mentor to direct reports, offering support and opportunities for skill development.Other RequirementsTravel required for a global role; willingness to work alternative hours.Excellent written and verbal communication in English.Job RequirementsEducationDegree level; Data and Technology background preferred.Higher professional or master’s qualification preferred.Certification RequirementsHigher professional or master’s qualification in a related discipline preferred.Active membership in related professional bodies or industry groups preferred.Experience15+ years of relevant experience.Experience delivering functional reporting solutions and supporting reporting capabilities.Demonstrated experience collaborating with talent colleagues and understanding needs/requirements.Experience working with third party vendors and external system implementors.Proven ability to navigate challenges and proactively work to achieve results.What We OfferComprehensive compensation and benefits package with base salary range $130,900 to $252,000 (US). Additional ranges for major metros.Hybrid model with 40–60% in‑person work for most external client‑serving roles.Flexible vacation policy; time off for EY Paid Holidays, winter/summer breaks, and personal/ family care.Are you ready to shape your future with confidence? Apply today.EY accepts applications for this position on an ongoing basis.EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. 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.#J-18808-Ljbffr