Manager, Service & Operations, UKI Studio+

Location: London

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

About EY Studio+

Growth comes from solving problems that matter for people, customers, patients, employees, and society at large. At EY Studio+ UK, we are building a better working world, by putting the human first. Our work is rooted in the way people make decisions, helping us to assist businesses in making better choices and solving the most pressing problems. We work with organisations to create the platforms, products and services for tomorrow; making the world an easier, more enjoyable and sustainable place to live and work.

The opportunity

The work we do is big. Big in scale, ambition, impact – and big projects get taken seriously. We don’t create outputs for the sake of it. We create work that is driven to implementation. The work we do is varied. We work across sectors (from government, healthcare, financial services and fast moving consumer goods) to tackle a huge variety of problems in numerous ways.

Responsibilities, Qualifications, Certifications

The role

We are looking for a Manager to join the Service & Operations Practice at EY Studio+ UK. This role is open to those with demonstrable experience of working in a client facing role, working to solve client issues in a structured and methodical way. You will have a portfolio of projects that you can talk through and demonstrate how you have applied business analysis and optimisation skills to business or organisational challenges either in house or within a consulting role.

• You will be endlessly inquisitive, and ruthlessly user focused and able to use a combination of logic, empathy, rigour and storytelling to articulate a customer or business problem before working creatively and technically to articulate a service that solves it.
• You will be a natural collaborator, working in multi-disciplinary teams and embedding clients in our process.
• You will be visual, creating things to clarify thinking, align understanding and move towards a solution that works.
• You will be iterative, understanding that no-one gets it right first time.
• You will be ambitious yet realistic in your solutions, sitting in the sweet spot between desirable, viable, feasible and allowable.
• You will be a doer AND a thinker, knowing when to switch from one to the other.
• You will navigate complexity, making sense of people, organisations, technology, policies, and regulations.
• You’ll be fascinated by service in all its forms with a desire to deliver great solutions for clients.
• You will be competent in proven service transformation methods and know how to engage clients effectively.
• You will have experience gathering requirements, analysing data, business process mapping, statistical analysis and data visualisation.
• You will be a problem solver and a critical thinker.
• You will be a self-starter with an explorative mindset.

Your key responsibilities

• You will develop and manage plans for project teams, update stakeholders, and apply an understanding of client needs to identify critical outcomes.
• You will manage project teams and their delivery in line with stakeholder expectations.
• You will develop relationships that can benefit our firm and our clients.
• You will identify and share trends, topics and resources that will increase the relevance and value of our service delivery.
• You will take a systematic approach to making decisions, considering all relevant data.
• You are considered a direct point of contact for clients and team, speaking to clients regularly about future trends.
• You will maintain open and proactive communication and build credibility based on understanding client issues.
• You will create and deliver presentations that engage a range of audiences.
• You will integrate data and apply judgment in forming practical insights.
• You will share technical, sector and market knowledge to inform client thinking.

Skills and attributes

• You will confidently and authentically present complex messages skilfully.
• You will demonstrate influencing skills that address the varied interests of others.
• You will create a positive team environment, balancing individual initiative with team collaboration.
• You will adopt appropriate coaching techniques to meet the various needs of team members.
• You will improve commitment and engagement of team members while focusing on the achievement of their goals.

To qualify for the role you should

• Be able to describe EY Studio+ UK capabilities accurately when discussing possible business opportunities.
• Show that you have consistently produced customer-specific work including customer journey mapping, market research, customer segmentation and customer strategy.