Business Area
FSO Consulting
Region
Ireland
Competency
Quality and Risk Management
Sub-Competency
Service Quality
FS Sector Preference
NA
EY Level / Rank
Senior Manager
Job Title
Service Quality (SQ) Executive
Within FSO Consulting Ireland, EY is seeking to hire a Service Quality (SQ) Executive at a minimum of Senior Manager level reporting to the FSO Consulting Ireland SQ Partner Lead, Florian Plass. The role will be based in Dublin.
Service Quality (SQ) is the application of quality procedures & principles fundamental to the successful delivery of exceptional client services. Service Quality encompasses the methods & tools and principles that EY has put in place globally to ensure that it contains the threat of litigation, limits damage to its reputation and achieves full fee recovery whilst exceeding client expectations.
The team is looking for a motivated individual with a track record of achievement in a professional services and/or financial industry environment with a service quality and contract management backgound. The role will also be part of a team across the EMEIA FSO Consulting region.
The role will include:
- Reporting to and supporting the FSO Consulting Ireland Service Quality Partner Lead role
- Create, report, track and interrogate Compliance metrics (Engagement Archiving, Contract Documentation Management, Business Relationship Management, Working at Risk etc).
- Support the presenting of Compliance Reporting findings and actions required to relevant stakeholder forums (E.g. Monthly Partner Meeting)
- Advocate SQ training, education and awareness for all EY professionals in FSO Consulting Ireland, including the completion of mandatory training.
- Focus on enhancing the Compliance Metrics and standardising contracts for our client and inter-office engagements.
- Assisting Consulting teams to understand and implement Service Quality policy requirements. Specifically relating to regulatory engagements and other financial regulation work, cryptocurrencies, new legislation as directed and pro bono work.
- Provide input to the annual Service Quality assessments of Consulting Partners and Directors across FSO countries
- Facilitate and co-ordinate any FSO Ireland Consulting Data Protection breach incidents and related processes and stakeholder engagement
- Interlock with the Regional EMEIA Consulting SQ Leadership Team on key prriorities
- Perform Focused Reviews, Service Quality reviews or undertake compliance activities on engagements across the FSO Consulting Ireland business. Perform Quality Control on reviews performed by other members of team. Report findings to team leadership.
- Advising, and supporting Engagement Partners and their teams with risk identification and risk management across FSO Consulting Ireland clients and engagements
- Interacting with supporting teams including General Counsel, Independence, Business Resilience and with other EY Quality Teams at an Ireland and EMEIA level. Act as a single point of contact for SQ queries and specifically:
- Contracting – Statement of Works (SOW/Contracts)
- Sub-contracting – Inter-Office Memos (IOMs)
- Business relationships
- Engagement Management
- SQAEs
- Limitation of liability
- Independence
- Anti-money laundering
- Third party risk
- NDA’s and confidentiality agreements
- Perform ad hoc investigations into engagements if highlighted by leadership as requiring additional oversight
- Engaging other specialist skills to solve complex problems or disputes, working closely with the Ireland and EMEIA legal, independence, conflicts and DPO teams & building a professional and trusted relationships
- Identification and ongoing management of regulatory requirements, including Independence
- Where required, presentation of quality and risk management training across all staff levels from senior Partners to staff members starting their careers
- Leading the evolution and improvement of Service Quality processes and the implementation of these on active and new engagements
- Leading Quality due diligence activities on acquisitions with development of integration activities
- Leading quality and risk management activities/projects within the FSO Consulting Quality Team and managing relevant team members in this regard.
- Assisting in the development of management information systems and associated reporting
- Working in an ambiguous and rapidly changing business environment
To qualify for the role, you must possess:
- Proven contract and project management experience on client engagements, preferably in an international context or with international experience
- A service delivery track record of ± 8 years of consulting experience combined with the interpersonal skills and authority needed to command the respect of local client service teams
- Solid commercial experience, and the ability to apply the firms Service Quality & Risk Management policy in a practical yet effective manner
- Technical knowledge of consulting services, methodologies, policies, and tools
- Acquisition experience as well as experience in working in a managerial role within our client’s industries would be an advantage
Team & interpersonal skills:
You should be able to demonstrate:
- Intellectual Agility/flexibility to rapidly understand/solve complex problems and rationalise these into workable solutions which can then be delivered
- Ability to work with other key stakeholders from Independence, Risk Management, and the wider Quality teams to discuss complex issues and seek resolution
- Ability to work alongside senior Partners and be able to influence them in the successful design and implementation of quality and risk management actions
- Ability to maximise team performance within a diverse team and ensure a collaborative and committed way for teams to work effectively together, providing coaching and leadership, and sharing knowledge
- High level of drive, leadership and commitment to achieving solutions and ability to work under pressure or tight deadlines, and effectively prioritise/escalate conflicting demands
- Ability to be approachable, supportive, responsive and yet be prepared to make and defend difficult decisions on the application of Quality and Risk Management (Service Quality)
- Ability to present complex & difficult messages and feedback effectively, using a variety of training and influencing techniques
- Ability to communicate confidently with Senior Leadership
- Commitment to diversity and inclusiveness
Technical Skills:
You should have an understanding of:
- Technology Consulting, Business Consulting and Managed Services risk considerations and identification of appropriate controls to manage the associated risk
- Developing and implementing policies and procedures and designing supporting processes for those
- Regulatory Independence and Managing GDPR, personal data and client confidentiality requirements
- Good problem-solving skills required, an ability to disseminate information quickly and then provide proposed solutions or approach
- Experience in leading business change and implementation of supporting controls in a rapidly growing business
What working at EY offers
We offer a competitive remuneration package. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings, and a wide range of discounts, offers and promotions. Plus, we offer:
- Support and coaching from some of the most engaging colleagues around
- Opportunities to develop new skills and progress your career
- The freedom and flexibility to handle your role in a way that is right for you
All our employees are given a benefits package which they can tailor to suit their individual preferences. Our range of benefits include:
- Pension
- Maternity & Paternity leave
- Discounted health insurance
- Bike to work Scheme
- Web Doctor – Free unlimited online GP consultations for you and your family
- Recognition Awards
- The purchase of additional annual leave
- Cash incentives for referrals
- Hybrid Working
- Work Mobile
- Free Gym membership
- TECH MBA paid by EY
- Travel Pass
- Wellness rooms Available in some offices
EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
Career Progression
- When you join EY, you will be supported to ensure that you are enhancing your skills from day one.
- Continuous learning, where you can develop the mindset and skills to navigate whatever comes next.
- As you grow and develop here, you will discover opportunities to help customise your career journey, so that it is as unique as you are – success is defined by you, we will provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership, we will give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture, you will be embraced for who you are and empowered to use your voice to help others find theirs.
- We have embraced Hybrid working at EY adding greater flexibility and autonomy to the roles of our employees.
About EY
As a global leader in assurance, tax, transaction, and advisory services, we’re using the finance products, expertise, and systems we have developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities, and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
Inclusion & Diversity
We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients.
We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You will be embraced for who you are and empowered to use your voice to help others find theirs.
As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in building a better working world. That’s Why, EY.
Apply now.
IMPORTANT: Where Agency assistance is required, our Talent Team will engage directly with suppliers. CVs / Profiles should not be shared directly with Hiring Managers. Unsolicited CVs / Profiles supplied to EY by Recruitment Agencies will not be accepted for this role.
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