Administrative Relationship Manager Leader

Location:

Atlanta, Akron, Buffalo, Charleston, Chattanooga, Cincinnati, Cleveland, Detroit, Grand Rapids, Grandview Heights, Greenville, Indianapolis, Jacksonville, Kansas City, Louisville, Memphis, New Orleans, Orlando, Pittsburgh, Raleigh, Richmond, Rochester, Tampa, Toledo, Baltimore, Boca Raton, Charlotte, Chicago, Dallas, Fort Worth, Hartford, Houston, Miami, Philadelphia, Boston, Hoboken, Iselin, Jericho, McClean, New York, Providence, Secaucus, Stamford, Washington

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.

Join our Enterprise Support Services (ESS) team and you’ll be an integral part of our business enablement function that keeps our organization running strong. The Administrative Services Relationship Manager (ARM) Leader leads the ARM team, the client relationship layer within EY US Administrative Services. ARMs serve as the primary relationship owners for US Partners, Principals, Managing Directors and Directors (PPMDDs) who are supported by executive assistants (EAs) located in the US and in the EY Caribbean, GDS Argentina and GDS Manila delivery centers.

In this role, you will serve as a strategic connection between Administrative Services and the business. You will lead a national team of approximately 15 Administrative Relationship Managers, strengthen senior stakeholder relationships, translate business needs into service solutions, drive a consistent, high-quality stakeholder experience, and support transformation and change across Administrative Services. You will also serve as a US Administrative Operations Co-Leader and a key advisor to the US ESS Administrative Services leadership team.

• Set and manage the strategic direction for a team of approximately 15 Administrative Relationship Managers across multiple US locations, supporting PPMDDs nationally.

• Own the ARM charter, ensuring an exceptional support experience for EY leaders through relationship management, service quality oversight, and operational consistency.

• Build and maintain trusted relationships with senior firm leaders and serve as the escalation point for complex service concerns and emerging risks.

• Apply in-depth knowledge of EY and its businesses to anticipate complex issues and translate PPMDD and practice needs into practical service solutions.

• Oversee proactive PPMDD outreach, feedback gathering and monitoring of the quality of each EA-to-PPMDD relationship; identify trends, risks and improvement opportunities and ensure the loop is closed with each executive.

• Partner with Administrative Managers, offshore delivery center managers, Program Management and delivery teams to address evolving business needs, knowledge gaps, and access and tool issues.

• Drive process consistency, operational rigor and service excellence across onshore and offshore delivery locations and define and report the measures used to track ARM success, service quality and customer experience.

• Lead policies and decisions related to recruitment, hiring, onboarding, promotions, compensation, performance management, retention, inclusion and other people matters for the ARM team.

• Coach and advise Administrative Relationship Managers on relationship management, goal setting, business planning, barriers and solutions.

• Manage headcount and resources and evaluate and adapt the ARM model and organizational structure as the Administrative Services operating model evolves.

• Lead change management for transformation initiatives across Administrative Services, including stakeholder communication and adoption.

• Share best practices nationally and…