Assistant Director: Experience Manager
Ernst & Young
- Assign appropriate client service personnel to engagements by accessing information, reviewing options available and presenting recommendations based on subarea policies and client requirements
- Challenge, as appropriate, scheduled hours and personnel to make sure of efficient utilization of resources
- Promote and monitor the sharing of resources; network with other team members across subareas and service lines to address resource needs and/or conflicts
- Identify and address scheduling risks
- Resolve conflicts with engagement team members and identify appropriate alternatives timely considering engagement requirements and developmental goals of staff
- Build and maintain relationships client service personnel to identify schedule preferences and career development goals
- Prioritize staffing decisions by focusing on engagement needs
- Work cross-functionally with other support functions, including recruiting, talent, and visa and immigration, to best support client servers
- Read, review, and interpret utilization and scheduling reports
- Utilize scheduling tools to assist in forecasting hours, tracking utilization and monitoring headcount
- Communicate data to leadership and drive strategic conversations to track plan utilization
- Raise critical and complex issues and identified to EM leadership
- Coach and guide other members of East Tax Experience Management Team
- Work closely with Service Line Leader on production and various matters for the practice
- Strong client service focus; responsive to requests - proficient in negotiation and conflict management
