Bmo Service Transformation Manager

Bmo Service Transformation Manager - Ey Global Delivery Services EY Business Enablement BMO Service Transformation Manager (Assistant Dir)At EY, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. The Opportunity : We are seeking a highly skilled and motivated Service Transformation Manager to join the Methods and Tools team in the Business Management Office (BMO). The Service Transformation Manager will be responsible for managing the transformation of BMO service delivery through the identification, development and management of the methodologies, processes and tools that enable BMO services. This role focuses on improving efficiency, simplifying processes, enhancing customer experience, enabling scalability, and driving innovation in service processes & methods. As a horizontal function across the BMO, this role will oversee the strategic transformation of services, processes and methods across the three functions. This role involves analyzing and documenting current service processes, identifying areas for improvement, and implementing innovative solutions to enhance service efficiency and customer satisfaction. Key Responsibilities : Planning & Vision : Develop and implement service transformation strategies that align with the organization's overall goals. Identify areas for improvement and innovation in service delivery. Define and communicate the vision for future service offerings. Project Management : Oversee the planning, execution, and delivery of service transformation projects. Manage project timelines, budgets, and resources. Ensure projects are delivered on time and within budget. Change Management : Lead and facilitate change management efforts to ensure smooth transitions and minimize disruption. Communicate changes effectively to all stakeholders. Address resistance to change and ensure employee buy‑in. Process Improvement : Analyze existing service processes and identify areas for optimization. Develop and implement process improvements to enhance efficiency and effectiveness. Define and manage interfaces with other service processes. Monitor and measure the performance of service processes. Service Integration : Evaluate and recommend new services & processes to support service transformation initiatives. Define overall roster of BMO services, methodologies and tools that support the BMO, this includes core service definitions and tool requirements. Manage the implementation & enablement of new services, processes and tools within the BMO. Ensure that methods and solutions are aligned with business needs. Stakeholder Management : Build and maintain strong relationships with key stakeholders. Communicate project progress and updates to stakeholders. Address stakeholder concerns and issues. Data Analysis & Reporting : Collect and analyze data to track service performance and identify areas for improvement. Prepare reports and presentations to communicate findings and recommendations. Use data to make informed decisions about service transformation initiatives. Skills and Attributes for Success : Experience in defining and managing core methodologies and processes within a business management office. Ability to ensure methodologies are pragmatic, fit for purpose, and aligned with shared toolsets. Strong understanding of financial management processes, including planning, forecasting, and product TCO. Capability to partner across various functions to develop and syndicate ideas and change. Experience in defining, syndicating, and marketing core service definitions and offerings. Strong decision‑making capabilities. Proficiency in managing multiple projects simultaneously. Experience with project management methodologies (e.g., Agile, Waterfall). Strong ability to analyze data and identify trends. Proficient in problem‑solving and critical thinking. Excellent verbal and written communication abilities. Ability to present ideas clearly to various stakeholders. Strong relationship‑building skills. Ability to work collaboratively with cross‑functional teams. Ability to navigate resistance and foster acceptance of new processes. Strong understanding of customer needs and expectations. Ability to design services that enhance customer experience. Ability to align service transformation initiatives with organizational goals. Ability to identify inefficiencies and implement effective solutions. Flexibility to adapt to changing circumstances and priorities. 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