Enablement and Service Improvement Lead - Associate Director

Enablement and Service Improvement Lead - Associate Director

Join EY as the Enablement and Service Improvement Lead - Associate Director. This role reports directly to the Talent Insights and Analytics Leader and is responsible for setting direction and managing the TIA outsourcing delivery and standards of transactional reporting via IBM, driving efficiencies through automation and effective optimizations.

Position Summary

The Lead serves as a point of escalation for IBM‑related issues, oversees the portfolio of change requests and projects, and owns TIA Demand Management by managing intake and project requests from all internal stakeholders. They partner with Data Product Owners and ET to improve end‑to‑end delivery, keep the Global TI&A SharePoint site up to date, and promote self‑service. The role merges a large portfolio of internal clients with varied needs and priorities to drive business value and operational excellence within the Talent Insights and Analytics team.

Essential Functions of the Job

• Oversee delivery and adherence to standards for transactional reporting via IBM.
• Serve as primary escalation point for IBM‑related issues.
• Identify automation opportunities in transactional reporting and necessary changes to data sources such as Success Factors (SF).
• Manage overall demand delivery and intake of project requests from stakeholders.
• Ensure transparent decision‑making for requests to Global TI&A.
• Oversee change requests and projects within the TIA and Enablement and Reporting teams.
• Develop and implement processes that streamline operations and enhance customer experience.
• Support and facilitate the center of practice for data across Talent and design the Global TI&A SharePoint portal.
• Incubate new verticals and services based on business demand.
• Ensure portal provides easy access to resources, tools, and information.
• Provide learning and training to improve data access and reporting capabilities.
• Coordinate impact assessments resulting from organizational changes, ensuring compliance with data privacy and security.
• Collaborate with stakeholders to assess implications of changes and implement necessary adjustments.

Analytical/Decision‑Making Responsibilities

• Analyze current reporting processes to identify automation opportunities.
• Assess effectiveness of core TI&A operational processes and recommend improvements.
• Evaluate conflicts and IBM reporting issues, diagnosing root causes for resolution or escalation.
• Prioritize initiatives in the portfolio of change requests based on impact, resources, and alignment with goals.
• Conduct impact assessments for organizational changes and make necessary adjustments for compliance.
• Gather and analyze stakeholder feedback to refine processes and enhance satisfaction.
• Assess training needs and design effective learning programs.
• Identify and implement best practices for continuous improvement in operational and reporting practices.

Knowledge and Skills Requirements

• Strong ability to analyze complex data sets and derive actionable insights.
• Proficient in data management practices, governance, privacy, and security protocols; experience with Success Factors for reporting.
• Advanced proficiency in analytics tools and programming languages – SQL, Spark, Python, R, Databricks, MS Power Automate, AI/ML frameworks, and APIs.
• Experience with data visualization tools such as Power BI.
• Knowledge of project management methodologies for overseeing change requests and projects.
• Excellent verbal and written communication skills.
• Experience optimizing SharePoint sites or similar portals.
• Strong problem‑solving skills to resolve client and stakeholder issues.
• Experience in leading and mentoring teams, fostering collaboration and operational excellence.
• Understanding of the talent landscape to align analytical insights with organizational goals.

Supervision Responsibilities

• Work closely with leads across TI&A and wider Talent Functions.
• Provide direct supervision to Enablement Consultant and Enablement Analyst.
• Oversee IBM team performance, conduct evaluations, and give constructive feedback.
• Manage resource allocation to balance workloads and meet project deadlines.
• Act as mentor offering skill…