Advisory Graduate Programme 2019 - Performance Improvement Customer
New Johannesburg, Gauteng, South Africa
If you want to join EY then we are looking for talented graduates like you! The talent we recruit and the training and development opportunities we provide are fundamental to our success. We provide our graduates with the opportunity and support they need to build a career that is right for them.
The EY Customer team focus on advisory and execution capabilities to improve the performance of our clients’ customer facing functions and supporting operations:
Marketing effectiveness covers areas such as campaign management, channel strategy and product development
Sales force effectiveness covers areas such as sales planning and budgeting, incentives and compensation and sales lifecycle management
Customer Service effectiveness covers areas such as contact centre transformation, service quality management, and self service
Cross functional capabilities covers areas such as Customer Experience, Single Customer View and Customer Economics that look at customer interactions across marketing, sales and customer service
Within the EY Customer Practice, you'll contribute technically to Customer client engagements and internal projects. An important part of your role will be to actively establish, maintain and strengthen internal and external relationships. You'll also identify potential business opportunities for Ernst & Young within existing engagements, and escalate these as appropriate. As an influential member of the team, you'll help to create a positive learning culture, coach and counsel junior team members and help them to develop.
Functions of the graduate
Work effectively as a team member, sharing responsibility, providing support, maintaining communication, and updating senior team members on progress
You will contribute to the effective management of the active engagements taking place within your priority sector.
As a respected professional, you'll communicate effectively with EY senior managers, managers, assistant managers and work to build and motivate high-performing teams.
You'll have knowledge of a number of the following areas:
Customer strategy, including customer experience and customer operating models
Sales and channel management, including sales force and marketing effectiveness, bid management effectiveness and channel optimization
Customer service improvement, including customer service performance improvement, customer service recovery and contact centre optimization
Customer intelligence and economics, including customer acquisition and retention, account and channel segmentation
You'll have experience in one or more of Ernst & Young's priority industry sectors:
Retail and Consumer Products
Banking and Insurance
Government & Public
Understand all EY service offerings and actively identify opportunities to better serve clients
Participate in Customer engagements and collaborate with an integrated team of cross-functional consultants from various parts of the Advisory business
Help prepare reports and schedules that will be delivered to clients and other parties
Develop and maintain productive working relationships with client personnel
Build strong internal relationships within EY Advisory Services and with other services across the organization
Similarly, you'll anticipate and identify risks within engagements and share any issues with senior members of the team.
2 Operations support
Ensure the sound management and timeous execution of all day to day business management functions as required by the Customer team
Understand and follow workplace policies and procedures
Create and implement leading practices for improving processes.
The Personal Skills we are looking for:
Adept at using business knowledge to make recommendations, and suggest ways to improve or change business outcomes
Good communication and organizational skill
Confident in identifying and raising concerns to leaders, regarding variances or situations with a material threshold
Knowledgeable on how professional services firms operate
Excellent software skills, including Microsoft Excel, Word, Access, PowerPoint, Internet Explorer and Lotus Notes
Strong leadership, presentation, and problem-solving skills
Comfortable with change that results from frequent business re-organizations
Ability to teach new skills to others
Competent at interpreting and applying Ernst & Young policies, giving accurate and consistent guidance to others
Strong listening skills
A strong focus on quality and efficiency
English language skills - excellent written and verbal communication
Honours degree in Marketing, Commerce, Finance, Economics, Accounting preferable.
Why should I work for Ernst & Young in Performance Improvement?
To achieve their potential, businesses need to continuously achieve and sustain performance improvement in a rapidly changing environment. As one of our performance improvement advisors, you'll help many of the world's leading businesses and governments tackle their most pressing issues. Working in multidisciplinary teams, often directly with leaders of major organizations, you'll bring diverse perspectives to every challenge. We'll help you achieve your potential by supporting your professional development and giving you experience of working with a diverse range of clients. You'll have the opportunity to build your skills in one of our focused competency groups, including: Finance, Customer, Supply Chain, IT Advisory, People & Organization, Program Management or Strategic Direction. You'll also have the opportunity to team with professionals from other parts of the organization in multidisciplinary engagements, especially those in Risk. At Ernst & Young, we know it's your point of view, energy and enthusiasm that make the difference.