EY BMO Service Transformation manager - EY Global Delivery Services 

Argentina, Autonomous City of Buenos Aires, Buenos Aires 

776200085

(Assistant Dir)

Key Responsibilities:

• Planning & Vision:
  • Develop and implement service transformation strategies that align with the organization's overall goals.
  • Identify areas for improvement and innovation in service delivery.
  • Define and communicate the vision for future service offerings.
• Project Management:
  • Oversee the planning, execution, and delivery of service transformation projects.
  • Manage project timelines, budgets, and resources.
  • Ensure projects are delivered on time and within budget.
• Change Management:
  • Lead and facilitate change management efforts to ensure smooth transitions and minimize disruption.
  • Communicate changes effectively to all stakeholders.
  • Address resistance to change and ensure employee buy-in.
• Process Improvement:
  • Analyze existing service processes and identify areas for optimization.
  • Develop and implement process improvements to enhance efficiency and effectiveness.
  • Define and manage interfaces with other service processes.
  • Monitor and measure the performance of service processes.
• Service Integration:
  • Evaluate and recommend new services & processes to support service transformation initiatives.
  • Define overall roster of BMO services, methodologies and tools that support the BMO, this includes core service definitions and tool requirements
  • Manage the implementation & enablement of new services, processes and tools within the BMO
  • Ensure that methods and solutions are aligned with business needs.

• Stakeholder Management:
  • Build and maintain strong relationships with key stakeholders.
  • Communicate project progress and updates to stakeholders.
  • Address stakeholder concerns and issues.

• Data Analysis & Reporting:
  • Collect and analyze data to track service performance and identify areas for improvement.
  • Prepare reports and presentations to communicate findings and recommendations.
  • Use data to make informed decisions about service transformation initiatives.

Skills and Attributes for Success:

• Experience in defining and managing core methodologies and processes within a business management office.

• Ability to ensure methodologies are pragmatic, fit for purpose, and aligned with shared toolsets.

• Strong understanding of financial management processes, including planning, forecasting, and product TCO.

• Capability to partner across various functions to develop and syndicate ideas and change
• Experience in defining, syndicating, and marketing core service definitions and offerings.
• Strong decision-making capabilities.
• Proficiency in managing multiple projects simultaneously.
• Experience with project management methodologies (e.g., Agile, Waterfall).
• Strong ability to analyze data and identify trends.
• Proficient in problem-solving and critical thinking.
• Excellent verbal and written communication abilities.
• Ability to present ideas clearly to various stakeholders.
• Strong relationship-building skills.
• Ability to work collaboratively with cross-functional teams.
• Ability to navigate resistance and foster acceptance of new processes.
• Strong understanding of customer needs and expectations.
• Ability to design services that enhance customer experience.
• Ability to align service transformation initiatives with organizational goals.
• Ability to identify inefficiencies and implement effective solutions.
• Flexibility to adapt to changing circumstances and priorities.
• Willingness to learn and embrace new technologies and processes.
• Focus on achieving measurable outcomes and continuous improvement.

• Ability to set and meet performance targets.

Qualifications:

• Bachelor’s degree in business administration, Finance, Information Technology, or a related field.
• Minimum of 5-7 years of experience in service management, transformation, or a related field.
• Proven track record of leading successful service transformation initiatives.

• Proven experience in managing methodologies, processes, and tools within a business management or similar function.

• Strong understanding of current business management processes leveraged to maintain the rhythm of the business - financial management processes, including planning and forecasting, engagement code management, etc.
• Proficiency in using service management and project management software tools.
• Familiarity with data analytics tools and techniques.

• Excellent project management skills with the ability to manage multiple priorities and deadlines.
• Lean Six Sigma certification or similar qualifications in process improvement methodologies a plus.

• Strong analytical and problem-solving skills.

• Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate effectively across functions.

• Ability to develop and syndicate strategic visions and roadmaps.

• Experience in defining and marketing service offerings and value propositions.

• Prior experience in a Professional Services Firm is highly desirable.