People Advisory Services (PAS) Managed Services - Operations Hub Analysts
This is a fixed term contract of 1 year, there may be opportunity for this to become permanent.
At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all
Our Belfast office is a successful and growing one thanks to a large and varied client base ranging from multinational listed businesses to start ups, owner managed to private equity / entrepreneurial venture backed, covering various sectors. It is also the delivery hub for many of the managed services we deliver for UK and global clients meaning we can offer you the opportunity to gain experience of service delivery for a wide variety of clients and enhance your skills working with national and international businesses.
The opportunity
Our People Advisory Services managed services team are looking for Operations Hub Analysts to join our Belfast Office. As an Operations Hub Analyst, you are a critical team member responsible for supporting or solely conducting core processes within the Service Delivery Operations Hub, supporting the day to day delivery of managed services for our clients. You are the face of the EY service to our customers and have a key role to play in offering them a great experience. You report to the Operations Hub Supervisor.
Your key responsibilities
- Handling customer enquiries and calls
- Logging enquiries and complaints (when they arise)
- Supporting and conducting administrative activities to enable key service user journeys through our services such as setting up accounts, processing bookings and generating invoices
- Proactively seeking to resolve issues and queries, escalating them where required
- Coordinating and consolidating data to be used for MI and reporting
- Supporting onboarding and offboarding administrative activities
- Supporting contract management activities such as the refreshing of plans/certificates
- Supporting the preparation of contract documents
- Supporting the learning evaluation team with the preparation and distribution of feedback surveys and analysis of results
We are looking for Operations Hub Analysts who have administrative operations experience in a fast-paced environment such as a shared service centre, call centre, operational delivery centre or similar. For this role, the ability to collaborate effectively with colleagues and good attention to detail with the ability to accurately follow agreed processes are key requirements.
To qualify for the role you must have
- Experience of managing administrative operations
- A commitment to delivering exceptional client service
- Good organisational skills
- Experience of delivering HR related services such as learning, education or workforce analytics
- Data analysis skills