Agentic Orchestration Lead

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EY Job Description
Job Title: Talent Operations Coordinator (TSS/CAT & Enablement) – UKI
Function: GDS-CBS Skill Level: Experienced Rank: Senior Associate
Sub Function: Talent Services Reports to: Talent Enablement Coordinator (Supervising Associate - 64)

Job Summary:

Talent Services (TS) provides service offerings for respective functions where the extended delivery model is used along with high-quality skills and competencies delivered virtually. This is across service lines and regions – delivering non-repetitive project-based work through skilled, agile teams. The team in TS is an extension of the regional talent teams and will cover operational/non-transnational scope. These services are delivered from our centres in Buenos Aires, Argentina; Kerala and Bangalore, India; Wroclaw, Poland; and Manila, Philippines. TS team delivers consistent, high-quality and operationally efficient HR transactional services to EY through a globally efficient and effective network of GDS centres.

This role supports two key areas within the UKI Talent organisation: the UKI Talent Services Support/Counsellor Advice Team (TSS/CAT) team and the UKI Talent Enablement team.

The position is primarily focused on operational coordination, administration, governance support, stakeholder management, tracking and follow-up activities. The successful candidate will partner closely with team leads to ensure activities are delivered efficiently, actions are tracked to completion and operational processes are maintained to a high standard.

Approximately 50% of the role will support the TSS/CAT team through case management administration, reporting coordination, document preparation, maintenance of operational records and monitoring key activities.

The remaining 50% of the role will support Talent Enablement operations through management of technology and vendor administration, maintaining operational trackers, monitoring deliverables, coordinating stakeholder actions, supporting compliance activities and ensuring operational processes run effectively.

This is a highly organised coordination role requiring strong attention to detail, excellent follow-through and the ability to manage multiple priorities simultaneously. The role will suit an individual who enjoys bringing structure, organisation and consistency to operational processes.

Shift: Aligned to the shift timings/schedule of UKI

Essential Functions of the Job:

Responsibilities:

TSS / CAT Operational Support (50%)

Case Management and Team Support

• Provide administrative support to the TSS/CAT team to support the effective progression of cases.
• Prepare and maintain case documentation, trackers and operational records.
• Prepare draft outcome letters related to Case Management activities, leveraging the team Co-Pilot Agent to support Case Managers.
• Track case actions and follow up with stakeholders to ensure agreed timelines are met.
• Support the coordination of case reviews, meetings and operational activities.
• Maintain accurate records and documentation in line with agreed processes.
• Case Management Support (for the CAT team)

Reporting and Tracking

• ServiceNow reporting

o Provide regular reports on Case Management activity held in ServiceNow to support scheduled activity including Insider Threat reporting, live warning reports to support Immigration team and salary review.
o Point of contact to support ad hoc reporting requests from Talent Consulting community in relation to active SL cases and performance management.
o Provide Monthly MI overview to show cases open, case traction (average days open) and escalate as required to CAT Manager.
o Monitor Due Date activity for Talent Support contingency team members.

• Absence reporting

o Work with TSS Case Manager Lead on monthly analysis of absence Bradford factor changes.
o Identify absence trends using Co-Pilot Agent and work with TSS Case Manager Lead to escalate as appropriate.
o Update monthly report with ServiceNow case look up and business comments.

Operational Administration

• Coordinate shared mailboxes, distribution lists and access requests.
• Support document management and maintenance of team SharePoint sites.
• Maintain guidance documents and operational procedures.
• Coordinate periodic reviews and audits of access rights and operating procedures.

Operational Delivery & Continuous Improvement

• Maintenance and updates to lists and content sites

o Maintain distribution and access lists (ER distribution list, CAG access lists)
o Maintain and update CAG transaction guides in collaboration with CAG custodians and HROSS.
o Conduct bi-annual access reviews (April and October), removing leavers, updating access lists, and engaging escalation contacts to review their respective areas.
o Identify ad hoc areas for improvement, including regular review of the teams’ sharepoint sites ; regular review of guidance documents to ensure they are up to date

Talent Enablement Operations Support (50%)

Financial and Vendor Coordination

• Support invoice administration and tracking activities.
• Work with internal teams and vendors to resolve overdue or misrouted invoices.
• Coordinate with Finance teams (UK, Exec, GDS) to align on protocols and resolve cross-border payment issues
• Assist with vendor onboarding, governance reviews and annual compliance activities.
• Maintain vendor records and supporting documentation.

Technology and Vendor Administration

• Provide operational support across Talent technology solutions and vendor relationships.
• Manage intake logs, request trackers and operational action lists.
• Maintain accurate operational documentation and status reporting.

Governance, Quality and Compliance Support

• Support quality and compliance activities across the Talent organisation.
• Maintain compliance trackers and monitor completion of required actions.
• Coordinate follow-up activities relating to quality reviews, audits and monitoring requirements, including ISQM-related activities where applicable.
• Track outstanding actions and ensure timely completion by responsible stakeholders.
• Support the preparation and collation of documentation required for governance reviews.

Operational Excellence

• Coordinate recurring operational processes and governance activities.
• Support continuous improvement initiatives by identifying opportunities to improve administrative efficiency and process effectiveness.
• Assist with the planning, coordination and execution of team projects and initiatives, including supporting the Talent-wide Innovation Network, communications and sessions.

Additional Duties

• Any and all administration required

Knowledge and Skills Requirements:

• Proficiency in Excel, PowerPoint, SharePoint, and ability to learn new technologies quickly.
• Excellent attention to detail and ability to manage multiple trackers and activities simultaneously.
• Able to produce formatted reports and presentations
• Strong communication skills and confidence engaging with senior stakeholders.
• Strong analytical ability with the confidence to handle sensitive data responsibly.
• Ability to manage competing priorities in a fast paced environment with minimal supervision, but using judgement to know when to ensure timely escalations
• High diligence in organisation and tracking of repeated processes
• Process-oriented mindset with a focus on quality, accuracy and operational efficiency.
• Ability to communicate within the team to understand task instructions and know when to ask clarifying questions.
• Ability to be successful in a virtual team environment, working with limited supervision.
• Experience supporting governance, compliance or operational processes would be advantageous.

Job Requirements:

Education:

• Further education in any business administration of HR type degree is a preference

Experience:

• Minimum of 3 years of progressive experience in an operational, administrative type role
• Familiar with navigating and working within a large organization, providing operational and enablement support, and comfortable with approaching stakeholders get them to complete their part of the process
• Experience in repeated process improvement requiring tracking and driving things to completion
• Demonstrated experience supporting a team with a number of priorities.
• HR experience is beneficial but not essential.
• Experience supporting technology, vendor management or enablement activities would be advantageous.
• Working in international and diverse environments.

Note:
This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.

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