Assistant Manager – Engagement Support Services(ESS) – Deloitte Support Services India Private Limited
Do you enjoy team management? Does service delivery along with people management seem like a role you are cut out for? Then this may be the perfect opportunity for you! The USI ESS Assistant Manager will work with the USI EDC Service Delivery Owner to provide local management support to the USI ESS team. The USI ESS Assistant Manager will lead a part of the USI ESS team to deliver agreed administrative and transactional services to the UK Firm and will assume responsibility for the quality and service delivery produced by the USI ESS team. The USI ESS Assistant Manager will be accountable for the service delivery of a number of key EDC ESS related processes, requiring a high degree of; engagement with the USI ESS team members, effective team management, people management skills, and ability to build strong relationships with the stakeholders. The right candidate will be responsible to lead a finance related team providing support across a breadth of services including engagement set-up, billing, invoice account assignment, reporting and report development.
Work you’ll do
As an Assistant Manager, you will be responsible for:
- Ensuring that all the deliverables are dealt with in line with the terms and SLA’s as agreed with the UK stakeholders
- Evaluating, developing and implementing of productivity metrics for the business clearly outlining the individual and team utilisation. Provide work flow and utilisation support to the management team on a timely basis. Proactively discuss with the stakeholders of the highs and lows of the productivity cycle and provide suggestions to effectively manage the same
- Quality of the deliverables. Work very closely with the UK stakeholders to deliver high quality deliverable and working with the UK ESS Management team and the USI EDC Service Delivery Owner to resolve service issues, whilst identifying long term solutions to prevent reoccurrence.
- Demonstrates in gaining strong knowledge of the services offered, supported and the functional capabilities of the team being managed
- Making decisions for the efficient delivery of daily operations. Reporting and management of potential key issues for our client including identification of risks and making relevant recommendations to address the risks
- Managing attrition and planning for contingencies
Client Management:
· Proactively communicates in a transparent manner with the other Assistant Managers in ESS, Manager and UK Stakeholders regularly regarding business as usual activities, system issues, people issues, training schedules, leaves etc. Work with the UK team to understand and align local strategy with SSO & overall Deloitte strategy. Advise the UK Stakeholders about USI policies and procedures. Be responsible for building relationships with stakeholders in USI and UK.
Service Delivery:
· Responsible for ensuring that the required service levels are monitored and achieved by the USI team. Ensure work is appropriately allocated and completed in an accurate and timely manner. Responsible for gaining a thorough understanding of the customer requirements and all operational service delivery processes relating to ESS Services. Work with the relevant areas to implement agreed improvements to prevent recurrence of issues. Identify process issues/opportunities for improvement and consult with the USI EDC Service Delivery Manager to gain agreement from the UK Senior Manager to implement solutions utilising CSI methodology and create a team culture of continuous service improvement.
Team Management:
- Will be responsible for the day to day management activities and the work flow management of the USI ESS team
- Will be responsible to ensure that the relevant local and UK compliance training is completed within agreed timelines
- Provide guidance and support to team members to work in a cohesive manner
- their time accurately in DTE and the project tracker.
- Process requests for leave/flexibility in conjunction with the USI ESS management team to minimise service delivery impact.
- Comply with the USI Rewards and Recognition policy, processes, procedures, support in timely recognition of team members and coordinate with the line manager.
- Actively manage and support the USI ESS team on a day-to-day basis including providing one to one coaching, identify training and development opportunities, management of timekeeping, leaves, organisation of shift patterns, resource planning whilst ensuring service level agreements and targets are met at all times.
- Effectively manage and resolve conflict and cultivate a culture built upon respect and inclusion.
Communication:
- Demonstrate and create a culture of open, proactive, transparent communication between the USI ESS teams/management and the UK stakeholders. Take an active role in resolving escalations received in relation to processes owned by the USI ESS team by reviewing action taken and offering up recommendations for improvement to the USI ESS Service Delivery Manager for discussion with the UK ESS Delivery Manager. Proactively identify & raise potential issues to the ESS Delivery Manager for discussion with the UK Service Delivery Manager and lead team to take the necessary agreed cascaded actions. Co-ordinate and chair team briefings and teambuilding activities.
Other Responsibilities:
Assist the USI ESS service Delivery Manager with recruitment. Work with the recruitment team to conducting interviews. Coordinating for logistics i.e. seating, IT, etc. Take responsibility for keeping up-to-date with relevant policy, legislative and process developments ensuring that knowledge and experience is shared with the team to increase their knowledge, skill and competence within the role.
The key skills required
- Strong team management, people management and performance management skills are essential, within a finance / analytics function is desirable
- Strong relationship building skills
- Strong communication skills and the ability to interact with professionals at various levels
- Experience of handling large number of direct reports from different work streams and coordinating with various teams to deliver exceptional results
- Manage conflicting priorities and support a culture of change and continuous improvement
- Proven success as a high-performing team leader with ability to manage multiple activities simultaneously
- Strong mentoring and coaching skills
- Ability to understand client issues and needs
- Previous working experience in Accounting/Reporting function is desirable
- Experience of working in highly effective service delivery model
- Conflict resolution
Preferred:
- Background of Finance Shared Services desirable
Work Location: Hyderabad
Shift Timings: 2 PM to 11 PM
The team
The ESS team provides Engagement Finance and Business Operations Support Services to the Deloitte client-facing practice. The ESS function is a flexible, scalable service delivery model within Deloitte’s Central Business Services (CBS). Teams based in Cardiff and India work seamlessly to provide a range of high-quality services and support directly to Service Line colleagues across Audit, Consulting, Financial Advisory, Risk Advisory and Tax.
Qualifications
Required:
- Any graduate/ post graduate degree
How you will grow
At Deloitte, we have invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources, including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India.
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.