Supervising Associate Cross Border Travel Support

Job description

Talent Shared Services (TSS) is a core service line within the Global Shared Services organization, providingmultiple HR support services including Recruitment support, Onboarding support, People Data Administration,Learning Administration, Cross Border Travel, Global Mobility and  Performance Management support toEY member firms. TSS provides services to country, sub-area, area and global people teams and otherEY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting andpeople infrastructure. These services are delivered from our centers in Dalian, China; Kerala, India andWroclaw, Poland.

 

The Cross-Border Travel Support (CBTS) team supports engagements in the planning and deployment of crossborder resources. CBTS works closely with all service lines to coordinate and execute transactional supportfor cross-border travelers. TSS-CBTS Global Support Center (GSC) team supports the HR Services - CBTS team todeliver these services for global engagements.

 

The TSS Supervisor leads a team that provides HR shared services operations support in accordance with theestablished policies, procedures and service level agreements. This position supervises service delivery of CBTSfunction and manage a team of ~ 15 staff. This role is responsible for ensuring service delivery and qualitystandards are consistently met by the team. Additionally,the Supervisor is responsible for training, mentoring,developing and motivating team members.

Essential Functions of the Job: 

·  Schedules, administers, and monitors the day-to-day activities for their team in the GDS in accordance with established policies, procedures and service level agreements
·  Develops and maintains a thorough understanding of the functional processes
·  Reviews work product and deliverables (including MI reporting) as necessary to ensure service levels and quality standards are consistently met by the team
·  Conducts quality checks and/or reviews select work of team members; provides appropriate feedback on performance
·  Oversees team staffing, scheduling, holiday & vacation management
·  Trains, develops and motivates team members; provides guidance, direction and evaluation of team members
·  Participates in the staff recruitment process
·  Challenges existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service
·  Ensures process documents are reviewed and updated on a regular basis
·  Serves as the escalation point for functional issues; works with the stakeholders, clients and others concerned to resolve as necessary
·  Participates in leadership meetings and/or customer calls to share feedback and operational results
·  Participates on service transitions projects as needed
·  Participates in GDS initiatives and other projects (as assigned)

Analytical/Decision Making Responsibilities:

·  Appreciate that different ways of working exist with each location. Ability to question and understand why we do things ways – and be prepared to challenge
·  The role holder will need to handle, analyse and report on people data obtained from multiple sources
·  Ability to work within a matrix environment – where a “one size fits all” may not be enough
·  Prepared to make recommendations to Business Partner, Leadership Team – highlighting impact / change

Knowledge and Skills Requirements:

   
· 
Has very good understanding of general TSS concepts

· 
Knowledge on Service Now and SuccessFactors (SF)

· 
In-depth knowledge in the world-wide immigration procedures, policies, tax implication and other related risks

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Good understanding of Global EY Structure, Service lines and operations

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Should be client oriented and address the needs of the client with a global view

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Should be capable of leading discussions with Business leaders

·  Excellent oral and written communication skills (facilitation and presentation skills a plus)
·  Demonstrated supervisory skills such as teambuilding, training/coaching, providing constructive feedback to staff, effective delegation, staffing and scheduling
·  Good organization, analytical and problem-solving skills; logical flow of thought and process orientation
·  Strong interpersonal skills; positive outlook, open, honest and ethical
·  Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
·  Proficiency with firm standard technology such as IE, Windows, Excel, Word, PowerPoint
·  Willing to work in shifts as per business requirements  

Supervision Responsibilities:

 
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Acts as a Counselor for Associates and Senior Associates

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Leads teams of 10-15 people, it may involve people working on various processes and shifts

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Assigns work, monitors completion, provides timely feedback; recognizes outstanding individuals and team performance

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Sets performance goals, conducts performance appraisal sessions with the counselees during year end and each Lead cycle

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Set performance improvement plans and works on their execution

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Solves people related issues observing HR procedures / policies and legal requirements

·  Creates training plans for the team
· 
Follows HR procedures related to people management (e.g. reports sick leaves, plans working time and settles working hours according to the legal requirements and the firm’s procedures, ensures any changes in assignments are reported to people team (e.g. change of process, team etc.)

· 
Ensures good communication within the team (conducts team meetings, 1-1 meetings, ensures the team participates in the firm wide communication events

Job Requirements:
Education:

· 
Must be a Graduate in any discipline

· 
Masters in Business Administration will be an advantage

Experience:

· 
Minimum of 10+ years of progressive work experience

Certification Requirements:

· 
Global Mobility certification will be an added advantage