Associate Consultant-Service Performance

GDS MENA PQA OPS

JOB DETAILS:

Position Title: Associa

Function

JOB PURPOSE:

KEY ACCOUNTABILITIES:

Description KPIs

• Monitor overall process performance by gathering relevant data and produce statistical reports.
• Liaison with various functional units with EY GDS to address various observations pertaining to deviations on service performance indicators, and practices.
• Mentor and support the operations on various departmental initiatives, Six Sigma concepts, various calibration checkpoints, and nurture a well-co-ordinated, data driven decision making culture.
• Identify and report various process gaps and provide necessary guidance to the respective operations team to bridge the gap by adopting appropriate frameworks.
• Develop and maintain integrated reporting mechanisms to track progress of organizational objectives, develop strategical and analytical decks for the leadership.
• Support and develop appropriate communication modes, frameworks for change management to bring excellence initiatives.
• Guide various Service line/Business teams to develop and maintain various statistical analysis and mechanisms in terms of Key Performance indicators of their respective teams
• Contribute ideas/opinions to the larger team and listen/respond to deliver department’s views
  

Dashboard/Reporting accuracy And

Timeliness

• Individual Department Quality & Productivity Service Levels
• SLA Adherence
• Outlier Reduction %
• Effectiveness of the identified Metric over process performance
• Success rate of implementation of tools, processes and techniques.
• Service efficiency reporting TAT
• Service capability index
• CSAT/VOC scores
• Support the formulation of various critical documentations such as SLD (Service Level Definitions), SOW (Statement of Work) and Service Catalogue development for the GDS SSLs by coordinating with various member firms & GDS stakeholders to collect relevant and accurate data in a timely manner.
• Support for the implementation of new methods and practices to enhance various capabilities in terms of process and people (E.g. Quality Audit Framework, other KPI Measurement mechanisms etc.) and spread awareness throughout the GDS MENA organization
• Responsible for executing due-diligence check towards ensuring controlled process changes to guarantee a steady state delivery. (E.g., Process Additions or Changes, Process Capability and Compliance)
• Support the GDS service lines during process transitions or on any offshoring endeavour to GDS
• Function as an integral part for driving various EY GDS transformation programs initiatives and actively contribute to corresponding project management drives across the organization especially in terms of designing and inducting market level SLAs, KPIs, all other organization wide transformation objectives.
  

• Project Implementation Support
• KPI/Metric effectiveness
• Project Success rates & Effectiveness
  

JOB CONTEXT:

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal

External:

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Academic

Experience

• 4-10 years of total service exposure, off which at least 2-4 years of Service performance reporting experience is preferred
• Preferably from the service sector and should possess sound knowledge of various service management terminologies.
• Experience in the fields of AML, sanction screening would be a great value add, though not mandatory.
• Flair for identifying performance trends, industry benchmarks and timely adopting emerging technology.
• Exposure in streamlining business process, defining continuous improvement norms, accelerating team strengths to continuously enhance process capabilities.
  

COMPETENCIES: technical

• Proven skills on data visualization & analysis platforms such as Power BI, Tableau, Clicksense are mandatory
• Should be fluent in office tools such as Ms Excel/Word/PPT/MS Visio, including various aspects of their applications.
• Sound knowledge of VBA/Macro, Power apps, SQL and MS Sharepoint is mandatory.
• Hands on experience in driving continuous improvement programs, quality management and related compliance standards & methodologies.
• Entry level Certifications/training in problems solving methodologies like Six sigma, LEAN, quality tools,Lean tools would be highly advantageous though not mandatory.
• COMPETENCIES: Behavioural competencies
• Go-Getter. Excellent behavioral traits.
• Ability for multi-tasking: Should be willing to work on multiple projects concurrently
• Good command over English language and excellent verbal and written communication, analytical and presentational skills, with distinguished abilities to effectively and diplomatically manage discussions involving key stakeholders
• Excellent analytical and problem-solving skills. Should take decisions based on data. Should be a quick learner
• Highly goal/result oriented and proven ability to produce quality work on a regular basis, to a consistently top standard
• Demonstrate professionalism, competence and clarity of communication while dealing with the clients and leadership
  

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