Team Leader

Ivan Emmanuel

Mobile: +91-812*******

E-Mail: *************@*****.***

Team Lead – Business Operations, Global Coordination & PMO

A professional with experience in Customer Service, Global Business Operations and Global Mobility Coordination (PMO)

Detailed understanding and knowledge of Global/Local business operations, client onboarding/setup, interfirm process & operational design, quality & risk management, team building based on skill requirement, costing & budgeting

Proven capabilities in leading teams in business process operations on a global scale, entailing mapping of business processes & studying requirements, process designing, implementing & transitioning, as well as solutions to render exceptional client service

Spearheaded business reporting review, financial reporting & forecasting, project management, escalation management, business advisory, and business SLA review meetings with Senior management, Partners and clients

Skill Summary

Business Operations:

Global Client & Interfirm Billing Operation

Business Process Design & Implementation

Costing & Budgeting

Transition Management

Financial Reporting & Reconciliation

RPA Process Automation & Efficiency Improvements

Global Coordination & PMO:

Global Mobility Coordination & Management

Cross-Functional Collaboration

Client Servicing & Management

Team Building & Mentoring

Project Management

Quality & Risk Management

Change & Exception Management

Experience and Expertise Highlights

2018: Team Lead (EY GDS – India)

Business Operations:

Led a local /Remote team responsible on the below:

Operate end to end interfirm & client billing operation (Tax/Audit service compliance monitoring/ International invoicing/ Client Purchase order approval/ Debtors management/ Inter-firm financial revenue code management/ Payment dispute & compliance management/ Financial year-end reporting/ Budgeting & write-offs) across 40 - 60 Global EY offices

Regulate billing operations across Global EY offices in compliance with the EY ISO standard Quality and Risk management protocols and the Client service contract

Consult with internal & client finance teams to ensure seamless AP & AR operations and exception management

Consult with Client and EY Offices on Service queries /new business requests

Quarterly/ Annual Financial reporting and revenue forecasting, SLA Compliance meetings with Senior Management, Finance, and Firm Partners

Annual business performance & review client presentation

Service offering presentations to potential Clients, Client onboarding, Global process modeling and setup based on client requirement

Business Coordination and PMO (Program Management Office):

Led a team responsible on the below:

Global Governance role, overseeing and regulating the Global Mobility Expatriate tax program operation across Global EY offices

Liaison for the Client and EY Global offices on all aspects of Governance, Operation, SLA and management concerning the Global Mobility Expat tax program

Collaborating with the client mobility specialists on the authorization of expatriate (based on agreed protocols and analysis of the international tax implications due to cross border business assignments), consulting with global EY offices on complex tax compliance situations to understand the tax implications

Oversee and regulate onboarding of new expatriates onto the EY expatriate program, which included assignment initiation, assignment briefing, tax compliance delivery and assignment end briefing

Consulting with Global EY Offices on advisory service/ ad-hoc project requests from client and handling initiation to delivery stage

Preparation and delivery of Global service compliance report, SLA report, financial reporting dashboards to the client on a monthly/ quarterly/ annual basis

Conducting/managing expatriate satisfaction/feedback surveys

Organizing regular calls/meeting with the client, reporting SLAs, business updates, and managing escalations

Business Development Projects

RPA Process Automation: As part of the project team, I led an efficiency identification initiative by liaising and collaborating across different workstreams to automate internal processes by leveraging RPA.

Result: Automated data exception handling, automated standard email replies based on historic pattern analysis, automated client surveys and report generation using Business Intelligence tool which in turn saved 18% of potential business hours.

EY Mercury Testing and Migration: With EY’s global initiative of migrating existing tools and repositories to SAP-based platform MERCURY. Instrumental as part of a global platform testing team and was also a training lead responsible for conducting workforce trainings based on the new platform

Business process operations Migration and Setup: As part of the business operations outsourcing to the India region, I was a part of the Project lead team to supervise, model, setup operational processes and teams for an onshore business transition on the scale of 200,000 annual work hours.

New Hire Training Model (Process Improvement Project): Project coordinator instrumental in developing ‘New Hire training modules’ including objectives, outputs, topics, contents, schedules, agenda, basic approaches, techniques, and skills

Results: Remarkable increase in New Hire performance levels, job satisfaction, progression & promotions and decreased attrition rates.

2015 – 2018: Senior Associate (EY GDS – India)

2014 – 2015: Associate (EY GDS – India)

2013 – 2014: Customer Service Associate (Mphasis an HP Company)

Assessed customer credit risk and established credit limits by analyzing financial information. Conducted client service calls, resolved disputes and maintained accurate files.

EDUCATION

2010 - 2013: Bachelor of Computer Application from Kristu Jayanti College (Bangalore University)

2008 - 2010: Pre-University at St Aloysius College, Bangalore

1998 - 2008: ICSE Board Schooling at St John’s High School

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