Bsuiness Consulting, Financial Services Customer Strategy Manager

Ernst & Young LLP Mclean , VA 22107

Posted 4 weeks ago

EY is the only professional services firm with a separate business unit ("FSO") that is dedicated to the financial services marketplace. Our FSO teams have been at the forefront of every event that has reshaped and redefined the financial services industry. If you have a passion for rallying together to solve the most complex challenges in the financial services industry, come join our dynamic FSO team!

The opportunity

The objective of our FSO Customer Advisory Practice is to connect customers and business to provide solutions to enhance customer experiences and achieve scale and reduce cost. We work on some of the most complex and high-profile customer services engagements, across a broad portfolio of clients in the financial services sector, including banking, insurance and capital markets

Your key responsibilities

The candidate will be a member of the Customer Strategy organization and will help clients in developing contact center strategy, planning and implementing service delivery models, and leveraging operational best practices. The candidate will also be accountable for participating in RFP responses as well as developing thought leadership in pursuit of new projects and clients. Technical requirements include expertise in call and process flows and use case development, telephony and contact center platform design and implementation, and technology leveraging. Other requirements include knowledge of leading practices and application in contact center disciplines such as quality, workforce management, training, and knowledge management.

Skills and attributes for success

  • Significant background in a contact center operational environment including having managed and led large or multi-site contact center operations with direct experience including organizational design, contact center operating models, workforce management, quality assurance, customer satisfaction, contact center reporting and analytics, telephony, IVR, CTI, digital recording, and multi-site and omni-channel operations including digital self-service.

  • Ability to manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, and budget management.

  • Results-oriented; passionate about achieving strategic goals in established timeframes

  • Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives

  • Experience having designed, built and run full service contact centers

  • Ability to develop, review, and provide constructive feedback on project plans, solution designs and other critical artifacts in driving complex, custom developed solutions

  • Ability to foster collaborative relationships in cross-functional teams and work in a matrix environment

  • Ability to leverage data and metrics to help drive decision making

  • Ability to work independently with minimal supervision

To qualify for the role, you must have

  • Minimum Five (5) to eight (8) years of experience in contact center telecommunications, computer telephony, business or technology management or a related field;

  • Undergraduate degree in business, communications, information technology, or equivalent combination of education and experience

  • Software competency in MS Office Professional (Excel, Word, Power Point, Project, Visio).

  • Experience and knowledge with cloud and on-premise contact center telephony platforms such as Aspect, Avaya, Genesys, NICE inContact, Verint, or other similar system

  • Outstanding customer relationship skills with strong verbal and written communication abilities

  • Ability to work collaboratively with cross functional teams across multiple levels of an organization

  • PMP or Six-Sigma certification preferred

About EY

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Join us in building a better working world. If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Apply now.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

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Bsuiness Consulting, Financial Services Customer Strategy Manager

Ernst & Young LLP