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Service Excellence

Role title

Assistant Manager /Deputy 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

• Lead & mentor continuous improvement projects (GDS & global) as per Lean Six Sigma methodology
• Monitor & communicate the efficiency savings accrued from continuous improvement initiatives
• Conduct process improvement workshops with Service Delivery to identify & scope improvement initiatives
• Conduct trainings/awareness sessions on quality tools (Lean Six Sigma) as and when required
• Engage with Transitions team on identifying & scoping of process solutions
• Co-partner on driving Quality Culture building initiatives like Quality contests/Quality week etc.
• Co-partner on execution of global projects specific to SE function. Manage business stakeholders across different levels and build strong relationship
• Manage multiple projects and initiatives independenty
• As a team member, assists in providing smooth delivery of internal project/program outcomes/weekly/monthly updates in excel/ppt.
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Track project performance, specifically to analyze the successful completion of short and long-term goals
• Creates value to clients independently – Expertise in building visualization on Power BI dashboards for internal teams to provide them various cuts.
• Working experience on DAX functions in Power BI

• Automation using expertise in VBA Macros
• Automation using MS - Power Platforms
• Deploys consulting best practice, knowledge and techniques when undertaking work
• Performs rapid assessment of current landscape for clients and is able to provide data insights and reporting/MIS around hypothesis and solutions

Required experience:

• Experience (overall work experience in range of 6-12 years). Experiencedprofessional in executing process improvement initiatives and mentoring of projects
• Experienced professional with work experience in transformations/re-engineering.
• Well-versed in knowledge of Lean Six Sigma quality tools & transition methodology
• Technical skills requirements - Proficient in MS Word & MS Power platform
• Additional skills requirements- Any project management certifications like PMP etc.
• Excellent stakeholder management skills
• Excellent communication & presentation skills
• Ability to work with minimal supervision
• Evidence of influencing and change management skills
• Working experience in MIS, data crunching/data analysis, reporting and Microsoft Powerpoint.
• Working experience on Power BI and VBA projects.
• Excel: Good knowledge of Lookup, Logical, Text and Date/Time functions, Pivot table etc.
• Power BI -Good knowledge of various charts, filters, slicers, DAX functions, restrict access

Competencies/ skills

• Excellent written and verbal communication skills
• Strong in data analysis and visualization and getting concurrence from stakeholders on actions (for assigned processes)
• strong orientation to statistical analysis, good team player, willingness to work in strict timelines and drive to learn and acquire new skills.
• Work with the service delivery teams to drive process operational excellence goals on Quality, delivery and productivity
• Six Sigma GB/BB
• Experience in data mining and exploratory data analysis

Other skills (Good to have)

• Exposure to Agile frmaeworks, values and principles
• Exposure on Robotics Process Automation and any other transformation tools will be an added advantage.
• Understanding of Alteryx and Python/Machine learning
• Experience in GUI creation for automation using ML and NLP techniques resulting annual hours savings across teams.
• Self-starter who can work independently, proactive, displays initiative and is a problem solver
• Skills on Sharepoint/Microsoft Flows
• Good Facilitator scheduling sessions and meetings
• Exposure in driving Quality Culture with in the organization

Education

B.Tech/Bcom/Mcom/ MBA/ICWA

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