FS Business Consulting - Quality & Risk Mgmt - Service Quality Executive -

at  EY

GENERAL INFORMATION

Location: Dublin
Available for VISA Sponsorship: YES
Business Area: Business Transformation
Contract Type: Full Time - Permanent
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.

TEAM & INTERPERSONAL SKILLS:

• 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

YOUR KEY RESPONSIBILITIES:

• 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