EY CRM Operations Manager (EMEIA FSO) in England, United Kingdom

Title: CRM Operations Manager (EMEIA FSO)

Location: GB-England-London

Job Number: LON00CL6

The Opportunity

Ernst and Young is the only major professional services firm with an integrated Financial Services practice across Europe, Middle East, India and Africa (EMEIA). We connect our Banking and Capital Markets, Insurance and Wealth & Asset Management clients to 12,500 talented people from across 18 country markets and other FS colleagues throughout the region and the world.

The EMEIA FSO InterAction CRM Operations Manager role is based within the EMEIA FSO AIBD (Accounts Industries & Business Development) team whose objective is to partner with our client facing staff to drive a number of go to market initiatives and client management best practice programmes including InterAction / Mercury, our core global Client Relationship Management (CRM) tools. InterAction/Mercury provide a consistent system and processes for managing relationships, recording opportunities, facilitating client acceptance and initiating engagements. The remit of the CRM Operations Manager will be to develop and embed the operational infrastructure required to support successful use of the InterAction plus also to play a key role in the preparation for a deployment of a new CRM platform.

Your key responsibilities

The primary business development activity will be supporting the CRM strategy including account and sales pipeline management across the business, supporting our initiatives to develop world class account management standards and first class business-wide reports and analytics to the EMEIA FSO leadership team and business.

Critical to this role is the ability to manage - both individually and through teams - multiple high priority activities to a successful conclusion while working with multiple stakeholders, influencing without authority and building and leveraging your internal network. The role also requires decision making and a proactive approach as well as the ability to manage operational processes along with CRM systems knowledge.

This is a challenging and rewarding role, which will allow for a significant amount of exposure across the business.

General / Business as usual activities

· Communicate and champion Interaction CRM business benefits across EMEIA FSO (12,500 people)

· Liaise with stakeholders across FSO functions, eg Finance, Operations, Talent, internal communications, knowledge, QRM (Quality & Risk Management), Markets reporting and marketing teams who all have a role in the end to end CRM process

· Contribute towards the development of CRM operational excellence across EMEIA FSO

· Work to embed clear and consistent CRM protocols and policies across the business

· Ensure that the firm's QRM (Quality and Risk Management) policies and requirements are being effectively discharged across the business. Work with QRM network to maintain a strong culture of quality and risk management across CRM

· Become a Mercury (SAP) Subject Matter Expert for the sales pipeline and CAR (Contacts, Activities and Relationships) work streams and play a key role in the preparation for and implementation of SAP across the EMEIA FSO country markets

· Direct and embed data governance

· Manage an established network of FSO market segment CRM contacts and chair a monthly CRM operations meeting

· Manage Region CRM communications

Application support/management

· Application issue management including diagnosing issues, escalation to EMEIA and Global, communication of issues to the business including workaround processes

· Project manage system upgrades including scoping system requirements, managing end to end system testing process, defining and developing additional training for users and communications to the business including Business Continuity Planning

· Coordinate sales pipeline super user support network who are able to support local client facing teams by dealing with questions

· Work with UK&I Contact2Cash helpdesk to setup licence process and escalation contact for FSO UK and Ireland user base

· Manage system change requests and associated processes

· Embed and apply data management processes driven by EY Global

User development / training

· Identifies / manages training requirements

· Promote EMEIA CRM training resources

Sales and pipeline reporting

o Produce sales pipeline reports that contribute towards visibility of Region growth and performance against revenue plan, thus enabling leadership to make informed interventions in the management of the business

o Working with large volumes of data and Excel knowledge essential including use of pivot tables

Skills and attributes for success

· A combination of operational and technical CRM knowledge plus knowledge of the broader business including how CRM can help support growth

· Experience of operating and communicating at a senior level

· The confidence and credibility to challenge and manage business leaders and senior partners, as well as build bridges and harmonise divergent interests and priorities that can exist within a matrix management structure

· The ability to maintain an overview of the issues at all times and extrapolate the key messages from available data

· Knowledge of CRM systems – ideally InterAction and SAP

· 5 years business operations experience - experience of working in a professional services partnership would be advantageous

· High degree of accuracy and attention to detail with the ability to get things done

· Excellent verbal and written communication skills

· Excellent numerical and data analysis skills

· Excellent interpersonal skills with ability to build good team relationships

· Experience of working with account teams to assist in the development of successful account strategies

· Ability to use initiative, make decisions, manage workload and short deadlines, influence without authority, problem solve and make appropriate recommendations

· Experience of working with Partners and Leadership teams to implement new structures and processes

To qualify for the role you must have

· High energy and enthusiasm

· Ability to form networks with staff at all levels and influence effectively

· Ability to thrive in and adapt to a fast changing, growing and high-activity environment

· Robust and resilient disposition

· Organised and self disciplined

· Calm and capable – able to juggle conflicting demands on time and prioritise effectively.

· Initiative and willingness to think outside of the box, sharing ideas and driving change

· Desire to develop an excellent personal brand.

Ideally, you’ll also have

• Professional Services Experience

What we look for

You will have excellent communication and interpersonal skills, plus an ability to build mutually beneficial relationships with clients and colleagues from a range of backgrounds and cultures based on knowledge, experience and personal values.

We are looking for a driven, organised, conscientious and analytical individual with proven leadership skills working with demanding and senior stakeholder within an ever-changing environment.

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support and coaching from some of the most engaging colleagues around

• 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

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.

Apply now.

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Qualifications:

Who we are

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.