Service Excellence
Role title
Assistant Director / Manager – Service Excellence
Job Summary
Global Delivery Services (GDS) is a driving force behind EY’s globalization – currently incorporating Procurement, Talent, Finance and Accounting, IT, Risk management, Talent, Creative Agency, Learning Solutions and Program Execution Services – it aims to achieve effectiveness and efficiency in order to provide sustainable value and is at the core of EY’s most notable transformation projects.
Accountabilities:
Creates value to clients independently- brings excellent process improvement, project and change management skills and past client experiences
Deploys consulting best practice, knowledge and techniques when undertaking work
Performs rapid assessment of current landscape for clients and is able to provide insights around hypothesis and solutions
Manage business stakeholders across different levels and build strong relationship
Manage direct onshore facing projects independently
As a team member, assists in providing smooth delivery of internal project/program outcomes
Required experience:
Strong experience in problem solving and driving change through technology
Total experience between 8-12 years
Should have an experience of managing or supporting workstreams / project initiatives in large scale transformation projects.
Competencies/ skills
Assess End to End processes to identify improvement/automation opportunities and create automation/transformation roadmap.
Knowledge of Business Process Re-Engineering, Six-sigma concepts of DMAIC, Project Management (and all tools included therein).
Mentoring & experience in creating, reviewing & closure of projects.
Well versed with contemporary technologies & leading tools, RPA (attended/unattended) automation, Machine learning, Artificial Intelligence and Analytics, also have a proven record of implementing large scale Transformation project.
Experience in process due diligence and diagnostics, building solutions and process restructuring.
Assertive, strong orientation to statistical analysis, good team player & willingness to lead teams not reporting into them, should be able to grow into leadership roles after graduation from the GB/BB role.
Presenting data, sharing analysis and getting concurrence from stakeholders on actions (for assigned processes).
Willingness & quick to learn new processes.
Ability to set up lagged and leading indicators for measurement in the system. Build and drive calibration models to drive standardization across onshore and offshore.
Ability to decipher metrics both independent and derived.
Predictive methods of defect deduction and setting up of root cause corrective system for robust assurance.
Experience in delivering end to end projects delivering on key metrics around customer satisfaction, cost reduction and efficiency improvement.
Demonstrated skill at data cleansing, data quality assessment and using analytics for data assessment.
Should have taken part in Continuous improvement initiatives (KAIZEN) and other Quality related initiatives to spread the quality awareness
Collaborate with various functions to ensure the system solutions meet the functional requirements.
Excellent Communication skills, result-oriented, self-driven person with a high energy level, analytical and structured with extensive experience in managing a high-performance team.
Other skills
Knowledge of statistical tools
Knowledge of business analytics tools like Tableau, PowerBI or similar tools
Exposure to agile framework
Implement visualization concepts
Expertise in building reports and ability to derive intelligence from it.
