Administrative Relationship Manager Leader

About the role

EY's Enterprise Support Services (ESS) team is looking for an Administrative Relationship Manager (ARM) Leader to lead the ARM team, the client relationship layer within EY US Administrative Services. The role serves as a strategic link between Administrative Services and the business, leading a national team of about 15 ARMs and acting as US Administrative Operations Co-Leader and advisor to the US ESS Administrative Services leadership. The location listed is Atlanta, with other locations in the region.

Key responsibilities

• Set and manage the strategic direction for a team of about 15 ARMs across multiple US locations, supporting PPMDDs nationally.
• Own the ARM charter, ensuring an exceptional support experience through relationship management, service quality oversight and operational consistency.
• Build trusted relationships with senior firm leaders and act as escalation point for complex service concerns and emerging risks.
• Translate PPMDD and practice needs into practical service solutions and oversee proactive outreach, feedback and quality monitoring of each EA-to-PPMDD relationship.
• Partner with Administrative Managers, offshore delivery center managers and delivery teams on business needs, knowledge gaps and tool issues.
• Drive process consistency and service excellence across onshore and offshore locations, defining and reporting measures for ARM success, service quality and customer experience.
• Lead people matters for the ARM team, including recruitment, hiring, onboarding, promotions, compensation, performance management and retention.
• Coach ARMs on relationship management, goal setting and business planning, manage headcount and resources, and lead change management for transformation initiatives.

Required profile

• Bachelor's degree or equivalent relevant work experience.
• At least 12 years of relevant experience, including significant people management; 15 or more preferred.
• Experience in client relationship management, customer experience or service delivery leadership in professional services or shared services.
• Experience leading virtual, geographically dispersed teams across multiple sites.
• Willingness to travel within the firm and country and to work overtime when deadlines require it.
• Preferred: MBA degree and experience with executive assistant or administrative support models, including nearshore and offshore delivery centers.

Required skills

• Executive relationship management and strategic consulting skills, advising senior firm leaders.
• Strong leadership, influencing, persuasion and negotiation skills, with an internal and external network.
• Demonstrated change management capability.
• Ability to collaborate across functions and lead geographically dispersed teams virtually.

What we offer

• Base salary ranging from $117,900 to $265,200 depending on office location.
• Total rewards including medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off.