Student Experience Team Leader - Supervising Associate

TALENT ACQUISITION

Student Experience Team Leader - Supervising Associate/Assistant Manager

EY provides access to professional qualifications and apprenticeships for Early Careers hires and employees continuing their professional development. This is a key part of EY’s future talent strategy, helping students and employees access relevant learning pathways and achieve success in their roles.

The opportunity

Lead a team of Student Experience Coordinators delivering professional qualification and apprenticeship administration for students and employees based in European Time Zones. You will act as counsellor for your team, allocate resource in line with demand, and be accountable for accurate, timely service delivery and providing a positive employee experience.

Key responsibilities

Student Experience Process Management

• Manage professional qualification and apprenticeship administration for students and employees, ensuring an efficient process and positive experience.
• Ensure the team deliver excellent service in line with the Firm’s requirements and ensure service level agreements are met.
• Act as the Student Experience process expert, supporting operational queries, stakeholder management and first-line escalation; refer complex or judgement-based cases to the Early Careers Manager or onshore subject-matter experts.
• Complete first-line quality checks, address root causes of errors and ensure records, audits and housekeeping remain accurate and current.
• Oversee invoice and billing administration, resolving routine discrepancies with internal teams, institutes and providers.
• Translate changes in priorities, processes and guidance into clear team instructions.
• Identify data issues, process risks and improvement opportunities, using automation and technology where appropriate.

Team Management

• Coach, counsel and provide feedback through the Firm’s performance and development cycle.
• Support recruitment, onboarding, training, knowledge sharing and cross-skilling.
• Allocate and rebalance work based on volumes, deadlines, skills and capacity, maintaining visibility of backlogs, delivery risks and cover needs.
• Work with other Team Leaders to flex resource across Student Experience and wider Early Careers activity.
• Maintain effective links with onshore subject-matter experts and provide the Early Careers Manager with updates on service, capacity, risks and emerging issues.

Skills and experience

• Experience leading a team in learning administration, HR support or a similar operational environment.
• Confident people manager, able to set expectations, give feedback and support development.
• Experience allocating work and delivering in a high-volume, deadline-driven operation.
• Strong attention to detail, data accuracy and confidence using Microsoft Office and multiple systems.
• Sound judgement, problem-solving skills and understanding of operational controls and escalation.
• Clear communication, a strong customer-service mindset and confidence working across locations and with European time zone stakeholders.
• Understanding of confidentiality, data protection and handling sensitive information.
• Capability to leverage AI and recruitment technology to improve productivity, generate insight, support decision making and enhance stakeholder and candidate experiences.

Education and Preferred experience

• Bachelor’s degree in HR or related discipline

Previous formal counselling or line-management responsibility.

• Experience supporting professional qualifications, apprenticeships, learning operations or student programmes.
• Experience using HR, learning, case-management or student-record systems.
• Experience in a shared services or global delivery environment.