Ernst & Young (EY)

Core Business Services - Assessment Service Quality (ASQ) - Senior Manager

Ernst & Young (EY)
Full Time
Lead (more than 10 years)
Bachelor
English

Job Description

Core Business Services - Assessment Service Quality (ASQ) - Senior Manager

Location: CN-Hong Kong-Hong Kong

Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.
Join our Business Development team and you will support and execute go-to-market business development and marketing strategies. As a Business Development professional, you’ll work with account teams to build relationships with our clients, drive new business and build revenue growth.
With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Qualifications

Job summary
The Area ASQ Leader is responsible for the promotion and overall management of the Global Assessment of Service Quality (ASQ) program within the Area including defining and maintaining the culture and integrity of the program.  The Area ASQ Leader must rely heavily on influencing skills to coordinate  all the Area’s efforts to gather client expectations and feedback that will help EY deliver Exceptional Client Service. Working with Area leadership, the ASQ Leader enables the systematic measurement of the clients’ perception of the quality of our services and our effectiveness in exceeding expectations.
 
Key responsibilities

Create and define  APAC ASQ strategy, focus and direction for the Area and validate it with Area Client Insights leader.  Review and identify resource needs to accomplish ASQ goals and montior progress

  • Liase with Global and Area Client Insights  leader and teams to ensure global consistency of approach and to maximise learning within Regions
  • Raise the profile of Expectations of Service Quality (ESQ) and support a disciplined approached to execution
  • Proactively collaborate with account teams and Region ASQ leads to identify the Regions ASQ program’s target clients (based on revenue, strategic relationship, risk factor and ASQ history)
  • Support development of individal accounts' ASQ strategy, including determining appropriate resources and securing their involvement
  • Serve as primary/secondary Interviewer with client executives and audit committees members of the Region’s G360s and focus core accounts resulting in objective reviews of clients’ assessment of our service quality
  • Discuss interview results with and make recommendations to account teams and ensure follow-up on action plans to fully address client feedback 
  • Identify risks and escalate issues to region leadership to facilitiate client retention
  • Analyze Area-wide results and identify service quality trends and insights.  Produce quantitative and qualitative reports with recommendations that are actionable for the practice, industry and office. Share with APAC leadership
  • Build and execute a communications plan for ASQ activities and achievements
  • Develop a training plan and coordinate the facilitation of training for  all EY professionals and new ASQ hires involved in the program
  • Provide coaching to the Region ASQ team

Qualifications, Education and Certification

 
To qualify, candidates must have:
  • Bachelor Degree or Advanced degree is desirable
  • 15+ years of complex client relationship, client sales, business development and/or market facing experience
  • Demonstrated business acumen and understanding of external marketplace factors

  • Ability to react quickly and effectively to internal change and communicate throughout team

  • Work effectively with Area Client Insights Leader, Region ASQ leads, Markets and Service Line leadership, Account leadership and Business Development leadership

  • Strong interviewing skills and an ability to formulate secondary questions to probe for robust feedback from clients

  • Strong influencing skills

  • Excellent written and verbal communication  skills

  • Strong knowledge EY’s services and of professional services client satisfaction trends and insights

  • Ability to complete multiple tasks in a fast-paced environment

 

 


Technical Skills

  • Accountancy
  • Audit
  • Business Development
  • Corporate Communications
  • Interviews
  • Sales
  • Training