Business Consulting Manager - Financial Services - Business Transformation – Channels – Call Center: This position could be located in NY, TX, NC.


United States


EY is the only professional services firm with a separate business unit (“FSO”) that is dedicated to the financial services marketplace. Our FSO teams have been at the forefront of every event that has reshaped and redefined the financial services industry. If you have a passion for rallying together to solve the most complex challenges in the financial services industry, come join our dynamic FSO team!


The Business Transformation practice offers global and regional financial services clients the assistance needed to improve their performance in a rapidly changing business environment. We assemble experienced multidisciplinary teams, use consistent and proven global methodologies and draw on the full breadth of EY’s global reach, depth of capabilities and knowledge. Collectively, the group has a comprehensive skill set, which supports the delivery of operations, technology, product, sales, compliance, and risk projects for top clients in the U.S. financial services industry.


The objective of our Business Transformation – Consumer Banking Practice is to support financial services to continually innovate, transform to retain relevance, and deliver on growth. You can expect to work with client resources to analyze, evaluate, and enhance transformational programs within the retail banking, consumer lending and payment product spaces. All engagements are framed within the context of addressing our clients’ most pressing needs and informed by their long-term strategic priorities. Our Consumer Banking offerings utilize and deploy cross-functional teams for projects spanning across the following domains: Consumer Banking Optimization, Modernizing the Ecosystem, Workforce Transformation and Operational Efficiency.


The opportunity:


You will have the chance to be part of a fast-moving, high-growth company. We offer variety, challenge, responsibility and the opportunity to realize your leadership potential. If you are interested in being part of a dynamic team, serving clients and reaching your full potential, EY Consulting is for you!


Your key responsibilities:


As a Manager Consultant, you’re likely to spend most of your time on operational and technical aspects of client business. That means developing an in-depth understanding of our clients’ unique needs and goals. The Manager Consultant will take direction and guidance from both project team and client resources. You will be specifically responsible for supporting the delivery of a project workstream, creating and reviewing work products, ensuring consistent delivery across peers and team members, responding to client requests, delegating tasks and overseeing junior level resources, and supporting engagement operations.


A Manager Consultant is also expected to contribute to internal EY initiatives and business development, in addition to client facing work, to further the development of our brand, our business and our people.


Skills and Attributes for Success:

• Knowledgeable in capabilities (Channels, specifically Call Center)
• Technologies and Operations in Call Centers
• Industry Trends around call center (operations and tech)
• Poven experience in developing thought leadership
• Knowledge around customer centricity
• 5+ years experience, ideally experience in a project environment

To qualify for the role, you must have:

• 5 years related work experience, specifically within Consumer channels, deposits, product management, operations, lending, or fintech
• Experience and knowledge of Channel (branch, online, mobile, contact center, relationship manager) transformation experience with a focus on contact center operations, technology and best practices
• Knowledge of consumer banking products and services such as deposits, checking, payments, mortgage, auto finance, credit cards, cryptocurrency transactions, etc.
• Experience with operating model design to define target state business, operations, technology, and control partner functions
• Experience performing current state and future state assessment, gap analysis, process assessment, reengineering and operational implementation experience
  Experience in Capability Maturity Model planning, roadmap development and investment prioritization for large-scale, strategic, and transformative initiatives
• Experience in Core Platform Transformation to support the changing business and regulatory landscape, enabling the realization of strategic business priorities including improved client experience, market expansion and easier partner/correspondent banking integration

Ideally, you’ll also have experience in:

• Consumer Banking / Lending experience across the customer lifecycle (e.g. sales/origination, underwriting, fulfillment, servicing, accounting, monitoring, account closing, collections and default
• Process design, modeling and automation for end to end customer journeys or operations
• Channel (branch, online, mobile, contact center, relationship manager) transformation experience
• Experience performing current state and future state assessment, operating model design, gap analysis, process assessment, reengineering and operational implementation experience
• Experience supporting core system conversion and client migrations
• Experience in design, testing, and implementation of technology-enabled solutions
• Experience in vendor assessment, selection, and transformation
• Knowledge of workforce readiness, mobilization, and sales force effectiveness.

What we look for:


We’re interested in natural leaders with a genuine creative vision and the confidence to make it happen. You can expect plenty of autonomy in this role, so you’ll also need the ability to take initiative and seek out opportunities to improve our current relationships and processes. If you have a genuine passion for helping businesses achieve their full potential, this role is for you.


What working at EY offers:


We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, both pension and 401(k) plans, flexible vacation time to use at your discretion for rest, recreation and personal activities, 19 observed holidays, and a range of programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

• The opportunity to manage a portfolio of talent within a designated service line
• A collaborative environment where everyone works together to create a better working world
• Excellent training and development prospects, both through established programs and on-the-job training
• An excellent team of manager colleagues, dedicated to managing and varying your workload

About EY:


As a global leader in assurance, tax, transaction and consulting services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.


Join us in building a better working world.


Apply now.


EY, an equal employment opportunity employer (Females/Minorities/Protected Veterans/Disabled), values the diversity of our workforce and the knowledge of our people.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.