Assistant Director-Service Excellence

Global Delivery Services (GDS) significantly contributes to EY’s globalization efforts and is divided into three main areas: client services, enablement services, and GDS Operations. The role pertains to enablement services, which currently includes Procurement, Talent, Finance and Accounting, IT, Risk Management, Creative Agency, Learning Solutions, Administrative and Workplace Services, and Program Execution Services, as well as support for client services and GDS operations. The overarching objective is to achieve effectiveness and efficiency to provide sustainable value and is integral to EY’s transformation projects and change management delivery.

As a consultant, the Assistant Director will provide strategic insights and solutions to drive service excellence. They will mentor team members and business teams, fostering a culture of continuous improvement and professional growth. By leveraging their expertise, the Assistant Director will guide the implementation of best practices and innovative methodologies within the organization.

Assist in defining, adapt, and implement project management methodologies at service function level.

Driving continues agenda on regular basis and governance.

Building efficiency pipeline through design thinking workshops and identify transformation projects.

Help and assist business to implement CI and transformation projects through various methodologies including process reengineering.

Run culture building program for the business.

Sharing best practices across organization through a systematic program.

Identifying opportunities for digital enhancement by analyzing current business processes and technology infrastructure

Leading the adoption of new digital solutions and integrating them with existing systems

Continuously scanning the evolving digital landscape and identifying relevant technologies

Analysing existing processes:

Identifying bottlenecks, inefficiencies, and areas for improvement through data analysis and stakeholder feedback. Identify through value streams and map their current state, using VSM and other techniques

Designing new processes:

Desing future state, develop and document optimized workflows, procedures, and systems.

Implementing process changes:

Working with teams to roll out new processes, providing training and support

Conducting timely process maturity assessments and helping business to define KPI.

Hold effective governance with the business leaders

Ensure RCA identified leading towards KPI Improvement.

Extend metrics beyond GDS and work with the global teams to integrate KPIs

Ensure to have all the methods documents are made available basis need.

Support organization-wide capability building in Quality,Business Excellence, Agile and AI as needed by leading training sessions.

Assist in Creating a certification and accreditation framework and it’s roll out.

Implement frameworks for talent development and capability building.

Guide and assist team members to boost their professional growth and organizational contributions.

Proven leadership experience in a similar role with a focus on service excellence, delivery excellence, or business excellence.

Strong understanding of project and program management methodologies and quality management systems.

Practical experience in implementing quality systems such as ISO, Agile Practice, and Delivery Excellence Practices in medium to larger business units.

Strategic thinking and problem-solving abilities.

Good understanding of tools and technology and their application, such as RPA, AI, Copilot, and Power App.

Usage of AI tools for enhanced productivity and be the advocate of AI tool usage.

Effective communication and influencing skills to drive results and build relationships with business leaders.

Proficient in metrics reporting, management, and governance.

Bachelor's or Master's degree, preferably with an engineering or management background.

Certified Six Sigma Black Belt or Lean Certified Practitioner or Champion.

Familiar on working and driving project through agile methodology.

Over 14 years of experience in professional services or a related industry.

Certification not mandatory, but any maturity model, process, and methods would be a bonus.

Experience working with various stakeholders and cultural intelligence to work with a wide range of people from different backgrounds, geographies, and countries.

We invite you to take on this crucial role to facilitate transformative change and enhance excellence within our service delivery operations. Your leadership and expertise will be essential in achieving our objectives and upholding EY’s standard of excellence.

Stakeholder Management

Global Mindset

Influencing and Negotiation skills

Change Management, Adaptability and Agility

Process Engineering skill sets.

Innovative mindset and ability to relevant models suiting to the context