Job Description Form
GDS MENA PQA OPS

JOB DETAILS:
Position Title: Associate Consultant – Service Performance

Function: CBS


JOB PURPOSE:

Associate Consultant – Service Performance shall be responsible for driving the Continual Improvement process by religiously pursuing the key practices as laid down by the Service Quality framework with in the Delivery unit. Successful candidate would be a self-motivated, quality driven individual whose role would encompass identifying various process measurement needs, implementing the measurement criteria, tools and techniques across the board.

An ideal candidate shall have high levels of quality acumen, strong technical skills, and ability to look at the processes from a big picture perspective.



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.

All other duties as assigned

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

JOB CONTEXT:

Able to work in a rapidly changing environment to support for the priorities. Flexibility to work in shifts & roster schedules including night and/or rotational may be required depending on various process circumstances.


COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:

With various Service Line/Sub Service Line Leaders / Process Leads for the Service deliverables, KPI requirement, Data / report requirements, Compliance & Skills etc With Team Leads for scheduling in house trainings & workshops for departmental initiatives like
Frameworks/Measurement Mechanisms introduction and its revamp, Six Sigma Skill development and efficiency projects

External:
With Practice firm stake holders, Functional and competency Leaders and respective onshore counter parts with regards to the organizational as well as departmental initiatives.



QUALIFICATIONS, EXPERIENCE, & SKILLS:
Academic:
University Graduation preferably from science, commerce, engineering streams.

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