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Service Excellence

Role title

Supervising Associate – 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.

Position Details:

Job Title : Supervising Associate

Department : Service Excellence

Reporting to : Assistant Director

Accountabilities

• Lead and manage Continuous improvement program
• Lead and mentor continuous improvement projects as per Lean Six Sigma methodology
• Conduct process improvement workshops with Service Delivery to identify and scope improvement initiatives
• Analyze CSAT surveys and partner with Service Delivery on CSAT plan
• Conduct trainings/ awareness sessions on Quality tools and LSS as and when required
• Partner with Automation team to execute large scale and small scale implementations
• Partner with Service Delivery team in strategic initiatives and in implementing organization wide strategic initiatives

Responsibilities, Qualifications, Certifications - External

• Experienced professional in executing process improvement initiatives (work experience more than 5 years)
• Green Belt/ Black Belt - Certified/ trained
• Excellent communication and stakeholder management skills
• Exposure to data analytics and business intelligence
• Evidence of influencing and change management skills

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