Manager, Service & Operations, UKI Studio+

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, it helps us to help businesses make better choices and solve 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, big in ambition, big in 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 a huge variety of 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. Ideas breed ideas, and so we work multi disciplinary teams and embed clients in our process.
• You will be visual. We work generatively. We create things to clarify thinking, align understanding and move towards a solution that works.
• You will be iterative. No-one gets it right first time. We don’t expect to.
• You will be ambitious yet realistic in your solutions.
• You will be a doer AND a thinker and know when to switch from one to the other and how to create time and space for both.
• You will navigate complexity. People, organisations, technology, policies, regulations.
• You’ll be fascinated by service in all its forms with a desire to deliver great solutions in the teams we put together 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 and with reporting and presentation.
• You will be a problem solver and a critical thinker.
• You will be a self starter and have an explorative mindset, creating new perspectives and identifying the spaces you can be impactful for both EY Studio+ and its clients.

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, barriers to success and changes in expectations or scope. You will manage project teams and their delivery in line with stakeholder expectations and agreed deliverables. You will develop relationships that can benefit our firm and our clients and beyond the workplace to enhance our presence and impact in the community.

• 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 client and team, speak to clients regularly about future trends.
• You will maintain open and proactive communication and build credibility based on understanding client issues and offering innovative solutions.
• You will create and deliver presentations that engage a range of audiences and respond to their questions and concerns.
• You will integrate data and apply judgment in forming practical insights and addressing potential issues.
• You will share technical, sector and market knowledge to inform client thinking.

Skills and attributes You will confidently and authentically present complex messages skilfully, using a variety of media and methods that build excellent relationships based on trust. You will demonstrate influencing skills that address the varied interests and individual style of others. You will create a positive team environment, balancing individual initiative with team collaboration and with EY priorities.

To qualify for the role you should Be able to describe EY Studio+ UK capabilities and commitments accurately when discussing possible business opportunities with external contacts. Show that you have consistently produced customer-specific work including customer journey mapping, market research, customer segmentation and customer strategy that is of high quality.