Engagement Delivery Manager [Ernst & Young]

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity

As a member of the Coaching Operational Excellence team, you will have the opportunity to be part of the growth of EY's Coaching as a service offering for their clients. You will bring your operations and engagement management expertise to deliver sustainable value to the organization.

Your Key Responsibilities

Your role as the Engagement Delivery Manager will focus on the delivery and sustainment of the EY Coaching operating model under the leadership of Strategy and Operations Leader. In this role, you will have the responsibility of resource, technology and operations management to support the delivery of the coaching as a service to our internal and external clients. Your core responsibilities will comprise of back-office operations and resource management, leveraging other support resources as required.

Management Of Ongoing Back-office Operations, Which May Include

• Provide leadership and direction to a small but growing offshore team
• Maintain quality assurance protocols for coaching engagements
• Onboard coaches to the coach network
• Technology management for coaching delivery
• Identify coaching resource requirements to deliver client engagements
• Oversee the end-to-end coaching workflow for all coaching engagements
• Act as the central point of contact for all coaching practice resources
• Optimize the digital coaching platform for client delivery
• Oversee onboarding to and ongoing support of clients and coaches on the digital coaching platform
• Develop and execute contracts with coaches
• Manage the invoicing and payment processes for clients and coaches
• Other
• Support sales and revenue reporting, analysis and forecasting
• Manage process to trouble shoot and resolve platform issues with EY teams and with the vendor
• Financial management
• Ensure compliance with EY risk management policies and protocols – including data management
• Resource management
• Support the maintenance of the coach network
• Support the production of quarterly networking meetings for the coach network
• Maintain the repository of coaching offering templates and support materials
• Extract insights and identify trends from data
• Risk management
• Support the coaching practice operating budget
• Knowledge management
• Oversee and manage the impact reporting metrics for coaching client
• Support the lead with sales decks and GTM material

Skills And Attributes For Success

• Ability to work both independently and with the team, relying on strong influencing skills to achieve results
• Enjoys navigating new digital platforms
• Strong business acumen
• Excellent relationship building skills, adapting to all levels of internal and external stakeholders
• Ability to manage multiple high-priority projects and navigate ambiguity in a deadline-driven and matrixed environment
• Strong organizational, and independent project management skills
• Experience working and collaborating with global teams
• Process-driven, always looking for ways to improve efficiency and effectiveness
• Enthusiastic team player who thrives on new challenges and collaborating on new ideas

To qualify for the role you must have

• Strong program/project/campaign management and execution experience
• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Visio)
• Strong organizational and time management skills; demonstrated ability to manage multiple priorities, stakeholders and complex projects and initiatives at one time
• Bachelor's degree in business administration or a related field
• 5+ years of experience in a role that requires managing multiple, simultaneous streams of activity
• Strong written and verbal communication skills

Ideally, you'll also have

• Project or Program Management training
• Past experience working in a professional services organization is highly desirable
• Prior experience with operations management for a practice, department or function
• This role involves interaction with internal and external clients and professionals nationally and globally. Professional competency in the English language is therefore a requirement of this role. Bilingualism in both French and English is considered an asset

What We Offer

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 allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

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

Diversity and Inclusion at EY

Diversity and inclusiveness are at the heart of who we are and how we work. We're committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advocating for the 2SLGBT+ community, promoting our Neurodiversity Centre of Excellence and Accessibility initiatives, and are dedicated to amplifying the voices of Indigenous people (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.

EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.