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Senior Coordinator - Service Line Enablement

EYJohannesburg, Gauteng, South Africa

30+ days ago

Job description

Job Summary

The Senior Coordinator will make a significant contribution towards the Service Line’s Client & Industries (C&I) agenda. They will do this by, collaborating with the Service Line Markets Leadership and Global Client Service Partners (GCSPs), supporting the comprehensive execution of the Service Line’s priorities. The Senior Coordinator will report into the Service Line Markets Leader, and will also work closely with Service Line leadership, Sales and Delivery Teams as well as the broader C&I Team.

As a strategic partner, the Senior Coordinator will manage and drive various initiatives contributing towards enhancing client experience as well as enabling sales and revenue growth. The role will require a proactive approach in leveraging EY’s ecosystems, capabilities and assets to drive client success, while also fostering knowledge sharing across the Service Line and C&I Team. Where required, the Senior Coordinator will immediately escalation matters to the Service Line Markets Leader or GCSPs for resolution.

Essential Functions of the Job

Strategic focus and alignment

Understand and support execution of the Africa C&I strategy, focusing on the firm’s Service Line priorities; and

Champion alignment with firmwide strategic initiatives including big bets, alliances, and managed services.

Account Intelligence and client insight

Deep knowledge and understanding of the Service Line priority accounts;

Keep the account teams appraised on key developments in their accounts;

Consolidate client insights from account meetings or one on one meetings with GCSPs and account Field of Play (FOP) Leaders / Engagement Partners (EPs);

Be responsive to account team members and stakeholders, requiring information or support; and

Monitor and disseminate relevant news, analyst reports, financial updates and latest trends to stakeholders.

Account management planning and tracking

Champion the Anatomy of a Priority Account (AoA) Framework for robust account and revenue planning and execution;

Lead annual account revenue planning related activities with the Service Line leadership;

Own implementation of the AoA Framework and initiate regular reviews against planned milestones and targets;

Facilitate structured account meetings informed by the AoA Framework with GCSP and account teams as well as follow through with agreed actions;

Support planning and facilitate execution of Account Based Marketing and other Markets related initiatives;

Proactively highlight risks and issues with respect to realisation of the Account Plan;

Manage the planning and execution of C&I related client events showcasing EY solutions;

Understand account support related processes and systems and ensure that data quality remains complete and accurate; and

Create and maintain an Account Portal with access provided to the account team.

Revenue, sales and pipeline management

Promote and leverage the available reporting dashboards and metrics – Revenue Achievement Report, Sales & Pipe Report, LENS, etc;

Track performance against respective targets and advise the Service Line Markets Leader on corrective actions to improve performance;

Alert the Service Line Markets Leader, with proposed corrective actions, where there are anticipated challenges with meeting targets;

Maintain the lapsed pipe rate under 5%;

Investigate and resolve instances of reporting discrepancies; and

Ensure stakeholders understand and act on reported data.

Client experience

Champion and support the Service Line Markets Leader, GCSPs and account teams in continuously improving the client experience;

Deliver consistent high quality account management services to GCSPs and account teams;

Promote and facilitate use of the Wavespace for immersive client experiences;

Encourage and facilitate use of the Wavespace for internal discovery sessions;

Participate in completion of Expectations of Service Quality (ESQ) and Assessment of Service Quality (ASQ) interviews and surveys;

Consolidate and analyse client experience related feedback and share highlights with GCSPs and account teams covering strengths and development areas;

Plan, execute and track CX related KPIs including the no. of client touchpoints, CX score, Net Promoter Score, etc; and

Build relationships and work with relevant teams including the General Counsel Organisation and Risk Management teams to expedite account related matters.

Pursuits and opportunity management

Maintain visibility of leads and opportunities across priority accounts;

Accelerate pipeline growth through project managing strategic deals / pursuits, working alongside pursuits teams;

Establish and build relationships with the Procurement teams in priority accounts;

Maintain access to the clients’ procurement portals, directs new business client enquiries to the right team and follow through to ensure proposal / feedback has been shared;

Maintain high pipeline data quality (new opportunities, won opportunities and lost / declined opportunities); and

Facilitate and track win / loss reviews, sharing feedback with GCSPs and account teams.

Build relationships

Develop strong internal relationships with keys stakeholders :

Develop good working relationships with key client contacts;

Update the relationship matrix in LENS / CRM;

Update contact Management in LENS / CRM; and

Identify FoP level or firm level thought leadership / point of views and ensure the same is shared with the client by the account team.

Knowledge management

Liaise with respective EY Knowledge professionals / sector specialists to provide relevant knowledge and insights;

Drive development of agreed client collateral e.g. periodic newsletters;

Maintain catalogue and / or ensure catalogue of database of proposals submitted, key deliverables (non-confidential), case studies and credentials from Engagement Partners / Managers remain up to date; and

Share / enable access to required collateral to enable GCSPs, account teams and pursuit teams to respond to client needs.

Learning and development

Commit to on-going professional development; and

Stay current on industry trends, EY offerings and account management best practices e.g. AoA Framework, Sector Training, Account Management Framework, Systems Training, Lead Badges, amongst others.

Knowledge and Skills Requirements

Strategic thinker with a proactive mindset and ability to work across teams;

Deep understanding of the Service Line client offerings;

Excellent project management skills;

Strong analytical and problem-solving skills;

Proven ability to influence and build collaborative relationships with a wide range of stakeholders;

Strong business and commercial acumen;

Ability to interpret financial and revenue data to generate actionable insights;

Strong verbal and written communication skills;

Exhibits drive and determination to overcome internal and external barriers and get results from people; and

Is above average in competencies like Reporting, Data analysis, Business Research, MS Tools, etc.

Job Requirements

Education :

University degree or equivalent related qualification.

Experience :

7+ years of relevant work experience; and

Experience in a large Global organisation preferred.

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Service Coordinator • Johannesburg, Gauteng, South Africa

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