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EY Tax Services Senior Manager – EY EDGE – Financial Services Organization - Operational Excellence Lead in Salt Lake City, Utah

Tax Services Senior Manager – EY EDGE – Financial Services Organization - Operational Excellence Lead


Requisition # UNI00H9O

Post Date Feb 20, 2021

Tax Senior Services Manager FSO - EY EDGE – Operational Excellence Lead

EY is the only professional services firm with a separate business unit (“FSO”) that is dedicated to the financial services marketplace. Our FSO teams have been at the forefront of every event that has reshaped and redefined the financial services industry. If you have a passion for rallying together to solve the most complex challenges in the financial services industry, come join our dynamic FSO team!

Our Financial Services EY EDGE practice is made up of a team of professionals providing dedicated tax technical services to both US and global clients. EDGE stands for Exceptional Delivery and Growth Engine because this team operates in a technical environment with deep process and service delivery experience that distinguishes EY in the marketplace.

The Opportunity

When you join EY EDGE, you’ll be at the heart of EY’s critical mission to build a better working world by applying your knowledge, skills and experience in assisting clients in meeting their business objectives. You will learn, grow and contribute — building new relationships and discovering the satisfaction that comes with producing high-quality, valued work and advice. Our Future of Work team is seeking a dynamic and energetic individual to be responsible for running and transforming our day-to-day delivery operations.

Your Key Responsibilities

Provide site Process Excellence and Lean Transformation expertise and guidance through the development, documentation, implementation, and validation of Lean Six Sigma applications. Will facilitate building of synergies across the site to enable cross-functional collaboration and best practices sharing and implementation.

The position works with a global multi-disciplinary team and will be tasked with building and branding a single culture focused on the future delivery model, enabling high-quality working life for our team and competitive business results concurrently. This operation is driving one of our highest strategic business priorities for the Financial Services Organization with the opportunity to create enormous impact to our business.

Responsibilities include:

  • Build and create a culture that brings together multiple geographic and business elements to operate as a center of excellence

  • Optimize resources (human capital) utilization, cost of production; the creation of a sustainable operating model that drives employee well-being and career growth

  • Create and run a regular forecasting process for quantity and FTE demand (works with core people group leaders, staffing levels, OT, hiring to meet demand & monitors day to day queue and over/under for production)

  • Create process and manages weekly quality trends for people, data, and process & reviews trends and executes course of action to remedy, when necessary

  • Liaise with service leaders on service expectations and delivery needs

  • Work to enhance tools (Orchestrator) to optimize delivery effectiveness

  • Responsible for driving optimal cost metrics through operational excellence

  • Implement and oversee a digital training and assessment program

  • Merge together the day-to-day operation of people and sound commercial management within the center of excellence

  • Focus on customer satisfaction and quality review

  • Develop a multi-dimensional quality assurance program

  • Encourage cross training, skills assessment, instructional goals, on-the-job training, teamwork, information sharing, suggestion systems and others to foster lean six sigma within the site

  • Lead a Continuous Improvement Framework (CIF) deployment (visual controls, process standardization, leader standard work, Gemba walks, manning strategy, daily accountability, process checks and CI for everyone)

Skills and Attributes for Success

A successful leader in this role will be serving alongside the team in delivery, coaching, continuous process improvement with a customer service success focus. No accounting or tax experience required! We are seeking a leader who can bring proven operational delivery success and apply it in a new way.

This position also requires a keen focus on identifying data points and analyzing to interpret them to actionable measures that can be taken to correct, improve, or advance operational results. Operating model is transformational and still being built/scaling. Flexibility and evolved thinking around productivity concepts and team culture will be required. Other attributes for success include:

  • Customer service

  • Team leadership

  • Ability to align organizational goals to operations and drive long-term profitability

  • Communications skills

  • Effective at maintaining high-touch communication across a geographically remote team

  • Knowledge of LEAN methodology to be applied to professional services operations

To qualify for the role, you must have

  • BS/BA in Business or related area

  • MBA/MS in a related operational field is preferred

  • 3-5 years minimum of process improvement experience (Six Sigma, preferred)

  • 8+ years of operational delivery experience

  • Experience in managing a leadership team and production line team preferred

  • Prior experience in providing feedback and performance review of service and team leaders.

  • Ability to make independent decisions with the input of service and team leads as well as other stakeholders

What we look for

We’re interested in professionals with a genuine interest in providing outstanding services to some of the world’s most influential people. Working with people from all backgrounds, from executives and entrepreneurs to investors and families, you’ll use your experience and status as a trusted advisor to maintain and further our reputation for excellence.

What working at EY offers

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, both pension and 401(k) plans, a flexible vacation policy plus 19 observed holidays, as well as a range of programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues in the industry

  • Opportunities to develop new skills and progress your career

  • The freedom and flexibility to handle your role in a way that’s right for you

About EY

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Make your mark. Apply today

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.