Senior Global Coordinator

Job Description

Workload Management

· Take ownership of engagement(s) assigned to you

· Show excellent time management by understanding how to prioritize day to day work

· High level of professionalism to handle sensitive and confidential information

· Effectively communicating with team members, including keeping team up to date on engagement status, contributing to team meetings, etc.

· Understand how online and case management tools support engagement coordination

· Notify Global Manager if there is a potential escalation

Operational Efficiency

· Understand and utilize standardized team, firm, and EY processes

· Proactively manage client projects and seek opportunities to expand our Scope of Services (SOS)

· Understand your role within People Advisory Services (PAS) and the integrated service offerings

· Can describe EY capabilities and commitments accurately when discussing possible business opportunities

· Can clearly understand and articulate client's program objectives

· Ensure correct case intake processes are followed per engagement SOS

· Identify and action case-related issues with the Global Manager as soon as possible and set-follow-up reminders

· Follow escalation and resolution protocols

· Follow extension protocols

· Keep up to date on EY local country contacts and escalation points

· Follow up with EY local offices to provide updates in BIT, by email, etc., as needed

Teaming

· Supports team and client meetings by developing agenda and presentation materials, if required

· Is well-prepared for team and client meetings and actively contributes

· If attending team meetings virtually, be prepared to be on-camera

· Keep your team informed of upcoming absences and help manage vacation coverage by keeping up-to-date case status lists

· Foster connections and relationships with key EY local country contacts to ensure accessibility should an escalation or request for case status arise

Communication

· Ensure that Global Managers and Senior Managers are at all times advised of client related issues

· Communicate mistakes

· Implement healthy Outlook management, including following Service Level Agreements (SLAs) for responding to client emails

· Understand client culture and how/when clients like to receive information

· Implement risk management procedures, including EY Send Protect, 'delay send' feature, disabling auto-complete feature and password protect email attachments

· Keep inbox organized by using client folders, training folders, etc.

· Archive old emails and attachments to keep inbox clear so that emails are not missed

· Use email filters and rules

· Understand how to leverage extension teams, EY Local offices and enablement crews

· Communicate/raise EY local country alerts to Managers and Senior Managers as they pertain to client populations

Billing and Finance

· Understand implementation of billing procedures and best practices

· Ensure case steps related to billing are completed at the correct time, and escalate accordingly when there are delays

· Review of Invoice Request Forms (IRFs) and/or Global Billing Templates (GBTs)

· Understand what Scope of Services means in relation to billing and the authorization process for out-of-scope requests as needed

Quality & Reporting

· Leverage Business Intelligence Reporting to identify and share analytical insights with clients

· Develop strategies to multi-task and take on a variety of projects and manage multiple high-volume engagements

· Comply with EY policies, including Quality and Risk Management (Q&RM) and team protocols

Skills

· Excellent organizational and time management

· High attention to detail, with high administrative accuracy

· Effectively manage multiple tasks, in large volume, in a fast-paced environment

· Effectively build relationships with team, wider EY network, especially within PAS, and with clients

· Ability to present information in a clear and organized manner

· Demonstrated initiative to identify issues and provide creative solutions and suggestions

What we offer

At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work.

We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

• Support and coaching from some of the most engaging colleagues in the industry.
• Learning opportunities to develop new skills and progress your career.
• The freedom and flexibility to handle your role in a way that's right for you.

Diversity and Inclusion at EY

Diversity and inclusiveness are at the heart of who we are and how we work. We're committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.