Service Excellence Manager

Job Description

Role title - Assistant Director Service Excellence Job Summary Global Delivery Services (GDS) significantly contributes to EYs 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. Key Role and Responsibilities 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. Continuous Improvement and Transformation Assist in defining, adapt, and implement project management methodologies at service function level. Building efficiency pipeline through 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. Delivery Excellence 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. Capability Building Support organization-wide capability building in Quality and Business Excellence 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. Core Skills 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. 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. 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. Ability to lead teams with 10+ Black Belts and influence teams that may not be directly reporting to the person. Skills and attributes for success 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 What we look for A person who has the energy and enthusiasm to initiate change with appropriate intentions. Demonstrates a commitment to positively impacting the overall situation. Focuses on finding solutions and is willing to ask questions to develop creative resolutions. Genuine, approachable, and capable of uniting a team to work collaboratively towards a shared vision. What we offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next. Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture : You’ll be embraced for who you are and empowered to use your voice to help others find theirs.