Manager - Performance Improvement - Customer - Digital

Job description / Role

As Performance Improvement Manager - Customer, you\'ll actively establish, maintain and strengthen internal and external relationships. With guidance from partners, directors and senior managers, you\'ll identify potential business opportunities for Ernst & Young. Drawing on your knowledge and experience, you\'ll create innovative commercial insights for clients, adapt methods and practices to fit operational team and cultural needs and contribute to thought leadership.

You\'ll actively contribute to improving operational efficiency on projects and internal initiatives. In line with our commitment to quality, you\'ll consistently drive projects to completion and confirm that work is of high quality. Your role in leading teams - or parts of teams - on engagements will depend on the size of engagement. When working on engagements, you\'ll report to higher levels of management, who will expect you to anticipate and identify risks, and escalate any issues as appropriate.

As an influential member of the team, you\'ll help to create a positive learning culture, coach and counsel junior team members and help them to develop.

Client responsibilities
- Participate in Customer engagements
- Help manage the financial aspects of engagements by organizing staffing, tracking fees and communicating issues to project leaders
- Participate in business development initiatives
- Build strong internal relationships within Ernst & Young Advisory Services and with other services across the organization

People responsibilities
- Develop people through effectively supervising, coaching, and mentoring staff
- Conduct performance reviews and contribute to performance feedback for staff
- Contribute to people-related initiatives including recruiting, retaining and training Customer professionals
- Maintain an educational program to continually develop personal skills for staff
- Understand and follow workplace policies and procedures and communicate these to all levels of staff

Requirements

Technical skills requirements
- Customer strategy, including customer experience and customer operating model
- Sales and channel management, including sales force and marketing effectiveness, bid management effectiveness and channel optimization
- Customer service improvement, including customer service performance improvement, customer service recovery and contact centre optimization
- Customer intelligence and economics, including customer acquisition and retention, account and channel segmentation

You\'ll have knowledge and experience in one or more of Ernst & Young\'s priority industry sectors:
- Government & Public Sector
- Utilities
- Consumer Products
- Industrial Products
- Technology
- Communications & Entertainment
- Healthcare

Additional skills requirements
- Demonstrated track record with a blue chip consulting firm and/or a blue chip organization
- Strong academic record including a degree (if specialism is customer strategy, this should ideally be a marketing degree or an MBA. If specialism is customer intelligence and economics, this should ideally be a numerate degree)
- Proficiency in Arabic language skills are highly desirable

About the Company

EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data and a description of the rights individuals have under data protection legislation are available on our site.

The MENA practice of EY has been operating in the region since 1923. For over 95 years, we have grown to over 7,500 people united across 21 offices and 16 countries, sharing the same values and an unwavering commitment to quality. As an organization, we continue to develop outstanding leaders who deliver exceptional services to our clients and who contribute to our communities. We are proud of our accomplishments over the years, reaffirming our position as the largest and most established professional services organization in the region