Administrative Relationship Manager Leader

Administrative Services Relationship Manager (ARM) LeaderAt EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.Join our Enterprise Support Services (ESS) team and you'll be an integral part of our business enablement function that keeps our organization running strong. The Administrative Services Relationship Manager (ARM) Leader leads the ARM team, the client relationship layer within EY US Administrative Services. ARMs serve as the primary relationship owners for US Partners, Principals, Managing Directors and Directors (PPMDDs) who are supported by executive assistants (EAs) located in the US and in the EY Caribbean, GDS Argentina and GDS Manila delivery centers.In this role, you will serve as a strategic connection between Administrative Services and the business. You will lead a national team of approximately 15 Administrative Relationship Managers, strengthen senior stakeholder relationships, translate business needs into service solutions, drive a consistent, high-quality stakeholder experience, and support transformation and change across Administrative Services. You will also serve as a US Administrative Operations Co-Leader and a key advisor to the US ESS Administrative Services leadership team.Your key responsibilities include:Set and manage the strategic direction for a team of approximately 15 Administrative Relationship Managers across multiple US locations, supporting PPMDDs nationally.Own the ARM charter, ensuring an exceptional support experience for EY leaders through relationship management, service quality oversight, and operational consistency.Build and maintain trusted relationships with senior firm leaders and serve as the escalation point for complex service concerns and emerging risks.Apply in-depth knowledge of EY and its businesses to anticipate complex issues and translate PPMDD and practice needs into practical service solutions.Oversee proactive PPMDD outreach, feedback gathering and monitoring of the quality of each EA-to-PPMDD relationship; identify trends, risks and improvement opportunities and ensure the loop is closed with each executive.Partner with Administrative Managers, offshore delivery center managers, Program Management and delivery teams to address evolving business needs, knowledge gaps, and access and tool issues.Drive process consistency, operational rigor and service excellence across onshore and offshore delivery locations and define and report the measures used to track ARM success, service quality and customer experience.Lead policies and decisions related to recruitment, hiring, onboarding, promotions, compensation, performance management, retention, inclusion and other people matters for the ARM team.Coach and advise Administrative Relationship Managers on relationship management, goal setting, business planning, barriers and solutions.Manage headcount and resources and evaluate and adapt the ARM model and organizational structure as the Administrative Services operating model evolves.Lead change management for transformation initiatives across Administrative Services, including stakeholder communication and adoption.Share best practices nationally and promote innovation, creativity and collaboration across the Enterprise Support Services team.Skills and attributes for success include:Executive relationship management and strategic consulting skills, with the presence and credibility to advise senior firm leaders.Strong business acumen and the ability to contribute effectively to strategic discussions with firm leaders.Ability to make independent decisions while considering broader firm objectives and the strategic impact of each decision.Strong leadership, influencing, persuasion and negotiation skills, supported by a well-developed internal and external network.Demonstrated change management capability, including establishing plans, goals, measures, standardized procedures and new processes, and leading successful implementation.Ability to address complex or unprecedented problems using analytical, negotiation and business knowledge.Ability to collaborate across functions and lead geographically dispersed teams, inspiring high performance through virtual teaming across onshore and offshore delivery models.Ability to create a productive, inclusive environment that helps others maximize their contributions and professional growth.To qualify you must have a bachelor's degree or equivalent relevant work experience. At least 12 years of relevant experience, including significant people management experience; 15 or more years preferred. Experience in client relationship management, customer experience or service delivery leadership in a professional services or shared services environment. Experience leading virtual, geographically dispersed teams across multiple sites. Willingness to travel within the firm and country as required to fulfill assignments. Ability to work overtime when required to meet deadlines; vacation may occasionally need to be deferred based on workload.Preferred qualifications include an MBA degree. Experience with executive assistant or administrative support models, including nearshore and offshore delivery centers.At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business.