External Workforce Office (EWO) Operations Coordinator

Job description

Job Description

 

EWO Operations Coordinator

 

Rank: Senior Associate / Associate

 

 

 

 

 

Title

EWO Operations Coordinator, External Workforce Office

Manager

EWO Operations Lead

Direct Reports

Not Applicable

Location

Manila

Your Role

 

TheEWO Operations Coordinatoris an integral member of the External Workforce Officae (EWO) team in Manila responsible for the administrative support of EY’s global contingent worker program, enabled by the technology platform called SAP Fieldglass.

 

The EWO Operations Coordinator is responsible for providing efficient and quality transactional support to internal EY managers, employees, contractors and external suppliers. The Operations Coordinator is responsible for executing defined tasks in the SAP Fieldglass vendor management system and managing incoming requests, queries and issues from all stakeholder groups via our case management tool, Service Now. The Operations Coordinator will act as the main point of contact for specified transactional tasks and 1 st line support queries from in scope countries/regions and taking responsibility for the resolution of those queries to a satisfactory conclusion.

 

 

 

Key Accountabilities

 

· 
Perform established tasks, as defined in the Operations Manual, in a professional, timely and accurate manner. Tasks include, but are not limited to:

· 
Monitoring and actioning Fieldglass dashboard escalations (i.e. approval workflow, unfilled job postings, pending work orders, overdue on and offboarding activity) - Manage workload and performance against established service and operational level agreements,

· 
Tier 1 helpdesk (telephone and Service Now) – ownership and responsibility for carrying out Tier 1 help desk support on a day to day basis. This will include liaising with people of all levels within the organisation and proactively taking ownership of all queries through to successful conclusion as well as managing escalations,

· 
Running end user surveys, analysing these, identifying trends,

· 
Reviewing and adding job templates,

· 
Monitoring spend thresholds, track tenure and end dates,

· 
Generating global system standard reports - using the Fieldglass system to run requested reports and generate required data,

· 
Maintaining accurate and up-to-date documentation of processes and policies,

· 
Providing support for ad hoc projects as required,

· 
Identifying service improvements (process, people, technology).

Experience

 

· 
Experience in supporting transactional tasks and 1 st help desk queries including usage of case management tools e.g. Service Now,

· 
Previous systems experience, VMS ideal but not mandatory (SAP Fieldglass, Beeline, IQN, etc),

· 
Office experience within a busy and challenging administrative role or client focused environment,

· 
Experience of supporting remote stakeholders in English language (verbal and written),

· 
Global working/mindset.

Competencies

 

· 
Accuracy and Quality Driven

· 
Ensure all advice and support provided to the business accurately reflects the relevant policies and legislation

· 
Ensure quality of work (written and verbal) reflects the required standards of the team

· 
Ensure the detail within all documents generated or processes undertaken are accurate

· 
Produce all reports accurately and within required timeframe

· 
Analytical Thinking

· 
Absorbs information and relates to defined policy and process

· 
Understands reports produced and can identify trends or issues

· 
Client Focus

· 
Management of day to day queries

· 
Ensuring all queries are handled within the required timeframe

· 
Innovation

· 
Continually examining ways and sharing ideas of how to improve current processes

 

· 
Motivation

· 
Identifies potential problems and acts to escalate these where appropriate

· 
Identifies opportunities for improvement and shares these with wider team

 

· 
Making Decisions

· 
Makes decisions in line with defined policy and process

· 
Actively seeks sources of guidance, data or information to inform decisions

· 
Escalates issues that require higher levels of decision making or authority at the appropriate times

Qualifications

 

· 
Degree or commensurate experience

 

 

 

 

 

 

 

 

 

 

Job Description

 

EWO Operations Coordinator

 

Rank: Senior Associate / Associate

   

 

 

Key Accountabilities

 

· 
Perform established tasks, as defined in the Operations Manual, in a professional, timely and accurate manner. Tasks include, but are not limited to:

· 
Monitoring and actioning Fieldglass dashboard escalations (i.e. approval workflow, unfilled job postings, pending work orders, overdue on and offboarding activity) - Manage workload and performance against established service and operational level agreements,

· 
Tier 1 helpdesk (telephone and Service Now) – ownership and responsibility for carrying out Tier 1 help desk support on a day to day basis. This will include liaising with people of all levels within the organisation and proactively taking ownership of all queries through to successful conclusion as well as managing escalations,

· 
Running end user surveys, analysing these, identifying trends,

· 
Reviewing and adding job templates,

· 
Monitoring spend thresholds, track tenure and end dates,

· 
Generating global system standard reports - using the Fieldglass system to run requested reports and generate required data,

· 
Maintaining accurate and up-to-date documentation of processes and policies,

· 
Providing support for ad hoc projects as required,

· 
Identifying service improvements (process, people, technology).

Experience

 

· 
Experience in supporting transactional tasks and 1 st help desk queries including usage of case management tools e.g. Service Now,

· 
Previous systems experience, VMS ideal but not mandatory (SAP Fieldglass, Beeline, IQN, etc),

· 
Office experience within a busy and challenging administrative role or client focused environment,

· 
Experience of supporting remote stakeholders in English language (verbal and written),

· 
Global working/mindset.

Competencies

 

· 
Accuracy and Quality Driven

· 
Ensure all advice and support provided to the business accurately reflects the relevant policies and legislation

· 
Ensure quality of work (written and verbal) reflects the required standards of the team

· 
Ensure the detail within all documents generated or processes undertaken are accurate

· 
Produce all reports accurately and within required timeframe

· 
Analytical Thinking

· 
Absorbs information and relates to defined policy and process

· 
Understands reports produced and can identify trends or issues

· 
Client Focus

· 
Management of day to day queries

· 
Ensuring all queries are handled within the required timeframe

· 
Innovation

· 
Continually examining ways and sharing ideas of how to improve current processes

 

· 
Motivation

· 
Identifies potential problems and acts to escalate these where appropriate

· 
Identifies opportunities for improvement and shares these with wider team

 

· 
Making Decisions

· 
Makes decisions in line with defined policy and process

· 
Actively seeks sources of guidance, data or information to inform decisions

· 
Escalates issues that require higher levels of decision making or authority at the appropriate times

Qualifications

 

· 
Degree or commensurate experience