Operations Manager (Germany)

Location: Wrocław/Katowice - 2 days office/3 days remote

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.
 

The opportunity

The Operation Manager (Germany) will actively establish and maintain positive relationships with functional leaders of the Germany team ensuring their functional priorities, issues & concerns are addressed timely. This role requires functional hands-on approach to achieving best-in-class delivery experience between GDS and EY Germany by fostering collaboration across various departments & teams.

Your key responsibilities

1. Operation management:

• Collaborate with cross-functional teams across geographies, ensuring effective relationship.
• Drive operational excellence, standardization, and scalability across engagements.
• Monitor KPIs, SLAs, and client satisfaction metrics across branches.
• Address operational issues raised by the Germany and GDS Enablement Services functional leaders.
• Supporting AI initiatives by coordinating details for their function.
• Mentor and coach team members, fostering a high-performance culture.

2. Relationship & Stakeholder management

• Actively establish and maintain positive relationships with existing functional leaders and POC’s across Germany and GDS and help by addressing their concerns.
• Serve as the key point of contact for any issues that arise, ensuring timely and effective resolution
• Establishing a cadence with function leaders and / or deputies to get an appreciation of each function and its competencies.
• Understanding the priorities of each function and help towards alignment of Germany and GDS team priorities
• Approach potential partners and directors in Germany to cultivate fruitful relationships.

3. Collaboration:

• Conduct workshops, meetings, and sessions to enhance integration between GDS and EY Germany
• Enable the 2 in a box model to yield standardization and automation of processes
• Have an understanding across functions to help solution operational and delivery issues if any
• Collaborate across departments such as DPS, Talent, Service Excellence, and GDS Finance to meet the needs of Germany stakeholders.

4. Support Solutions for GDS:

• Provide high-quality support in solutioning and identifying new opportunities to enhance GDS and Germany integration.

5. Transformational initiatives

• Monitor, track, guide and manage key transformational initiatives for enhancing collaboration between Germany and GDS

Skills and attributes for success

• At least 10 years of experience in relationship management for larger delivery functions, with a proven track record in relationship building and maintenance.
• Excellent analytical skills with the ability to analyse stakeholder behaviour and comprehend business information.
• Strong interpersonal skills to build and maintain positive relationships with Germany stakeholders, demonstrating empathy and effectively managing conflicts.
• Proficient in executive presentations to detail mitigation plans addressing stakeholders’ concerns.
• Fluent in English; knowledge of the German language is advantageous.
• Understanding of GDS locations and Enablement services functions.
• Customer service-oriented and a collaborative team player.

Preferred Skills and Qualifications:

• Bachelor’s degree
• Proven experience in customer-facing roles such as customer service, sales, business development, or solutioning.
• Strong problem-solving and negotiation skills.
• Excellent written and verbal communication skills.
• Strong organizational and planning abilities.
• Willingness to travel for client meetings and conferences as required

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations –  Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

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.

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

The exceptional EY experience. It’s yours to build.

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