Associate Director - Service Excellence - Process Lead - Process Excellence CoE

Role Title:     Associate Director – Service Excellence (Process Lead – Process Excellence CoE)

Job Summary

The Associate Director – Service Excellence (Process Lead) is a critical leadership role for Global Delivery Services (GDS), established to drive enterprise-scale process engineering, accelerate transformation outcomes, and strengthen the operational backbone across enablement services and selected client-facing support functions.

The role provides end-to-end leadership across the transformation lifecycle—from intake and prioritization to diagnostics, future-state design, implementation, and sustained adoption—ensuring process change is executed with consistency, speed, control, and measurable business value.

By operating at the intersection of business, operations, technology, risk, and data, this leader will establish process engineering standards, embed governance and control discipline, and enable scalable, digitally integrated ways of working that support EY’s broader transformation, globalization, and productivity agenda.

Key Responsibilities

• Process Excellence CoE Leadership (End-to-End Ownership)
  • Establish and operationalize the Process Design Factory as a strategic enterprise capability across GDS functions
  • Govern the pipeline of transformation initiatives through robust intake, prioritization, sequencing, and leadership decision-making forums
  • Ensure disciplined execution across all lifecycle stages, with clear quality thresholds, governance mechanisms, and accountability for outcomes

• Innovation, Continuous Improvement & Digital Transformation
  • Lead process reengineering and simplification initiatives leveraging Lean, Agile, and Design Thinking
  • Embed automation-first and AI-led transformation principles (RPA, AI, Copilot, workflow tools) into process design to improve scalability, productivity, control, and user experience
  • Partner with technology teams to - Identify digital enablement opportunities, Drive deployment of scalable solutions and Improve adoption of AI-enabled tools across functions
  • Establish continuous improvement loops through metrics, feedback, and iterative redesign

• Process & Delivery Excellence
  • Define and implement enterprise-wide process engineering standards, design principles, and governance expectations that drive consistency and repeatability across GDS
  • Develop and institutionalize - Process maturity frameworks, Standard operating procedures (SOPs) and control frameworks, RACI models and KPI structures
  • Ensure alignment of redesigned processes with - Risk and compliance requirements, Operational controls and governance standards
  • Monitor performance through metrics, dashboards, and scorecards, ensuring outcomes are sustained

• Value Realization & Transformation Governance
  • Drive decision-making forums and leadership reviews for sign-offs and prioritization.
  • Ensure transformation outcomes translate into tangible business impact by establishing robust mechanisms to measure efficiency, cost, cycle time, control effectiveness, scalability, and stakeholder experience
  • Track and govern realization of transformation benefits, ensuring approved initiatives deliver sustained value beyond implementation

• Adoption, Change Management & BAU Integration
  • Lead structured handover, adoption, and stabilization frameworks to ensure redesigned processes transition successfully into BAU with clear ownership and sustainability
  • Develop and execute change management strategies, including communication and stakeholder engagement
  • Ensure Knowledge transfer completeness, Governance mechanisms are operationalized. Business teams are enabled for independent execution and Track and intervene on adoption gaps and sustainability risks

• Capability Building & Process Excellence Culture
  • Build and institutionalize organizational capability in process design and diagnostics, Lean Six Sigma and Agile practices, and digital and AI-enabled transformation
  • Develop certification, accreditation, and learning frameworks
  • Mentor Black Belts and transformation leads to scale capability across GDS
  • Collaborate with leadership to identify capability gaps and address them systematically

Core Skills & Experience

• Proven leadership experience in process engineering, process transformation, business excellence, or operational excellence roles within complex global organizations
• Deep expertise in end-to-end process engineering, including process discovery, diagnostics, redesign, standardization, control integration, implementation, and continuous improvement
• Hands-on experience with:
  • Lean Six Sigma, value stream mapping, root cause analysis, and statistical problem-solving methodologies
  • Agile, Design Thinking, process simulation, and structured workshop facilitation for future-state design
  • Process mapping, service blueprinting, operating model design, maturity assessment, and process documentation standards
• Strong understanding of:
  • Digital enablement and process automation tools, including workflow platforms, RPA, AI, Copilot, Power Platform, and process intelligence solutions
  • Governance, risk and control design, KPI frameworks, service performance management, and value realization tracking
  • Ability to operate across strategic, tactical, and execution layers—from target operating model design to detailed process engineering and deployment
  • Demonstrated success in leading cross-functional, multi-stakeholder, and global transformation programs with measurable operational outcomes
  • Strong executive communication, influencing, stakeholder alignment, and team leadership skills, with the ability to build process engineering capability at scale

Skills and Attributes for Success

• Strong systems thinking, structured problem-solving, and analytical decision-making capability
• Strong stakeholder management, facilitation, and influencing capability across business, operations, and technology teams
• Ability to translate strategy into engineered operating models, executable transformation roadmaps, and sustainable process controls
• High adaptability and sound judgment in ambiguous, evolving, and matrixed environments
• Strong focus on operational outcomes, adoption, service performance, and value realization
• Innovation mindset with the ability to combine process engineering rigor, digital enablement, and business pragmatism to solve complex problems

What we look for 

We are looking for a credible transformation leader who combines strategic thinking with execution discipline, brings the gravitas to influence senior stakeholders, and can build enterprise confidence in process-led change. The ideal candidate will be able to translate complexity into scalable, controlled, and measurable solutions while creating alignment across business, operations, and technology teams. This person will bring the energy to lead change, the judgment to govern it responsibly, and the capability to build a strong culture of process excellence across GDS.

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.