Senior Associate - Service Excellence

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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. 

Position Details:  
Job Title          :      Assistant Manager /Deputy Manager  
Department     :     Service Excellence
Reporting to    :    Assistant Director 

Accountabilities 

• To assess, identify and drive improvements leveraging LSS, new and contemporary technology and, also leverage external eco system
• Innovate new ideas which will help in digitally transforming business process
• Conceptualise end to end digital transformation, starting from: 
  • Collecting business requirements
  • Process assessment and proposing feasible solutions 
  • Making a business case
  • Identification and agreement of scope of application and driving implementation 
  • Check results against clearly drawn out acceptance criterion
• Evaluate available solutions on digital transformation and propose solution to business owners with prime objective of make processes simple, cheaper, and faster.
• To identify trends and process variations as part of establishing a continuous improvement monitoring system
• To support the operational efficiency drive and delivering value to customer
• Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls
• Creates value to clients independently- brings excellent process improvement, project and change management skills and past client experiences 
• Manage business stakeholders across different levels and build strong relationship
• As a team member, assists in providing smooth delivery of internal project/program outcomes

Required experience:  

• Total experience between 8-12 Years 
• 8-12 Years of total experience with strong expertise in project management and change management
• Should have an experience of managing or supporting workstreams / project initiatives in large scale transformation projects.
• Exposure in driving Quality Culture with in the organization , Green Belt / preferably Black Belt being able to mentor people on driving break through improvements
• Preferred  experience of working with major global corporations on client facing projects (Ideally currently working in either: Big 4, global management consultancy firm or blue chip organizations like Accenture, IBM - with an appropriate management consulting background )

Competencies/ skills 

• Knowledge of Business Process Re-Engineering, Six sigma concepts of DMAIC, Project Management (and all tools included therein)        
• Mentoring & experience in creating, reviewing & closure of projects    
• Excellent Training skills in conducting Green Belt & Six Sigma awareness training programs    
• Excellent communication & interpersonal skills to be able to Influence delivery teams in driving consultative engagements    
• Assertive, strong orientation to statistical analysis, good team player & willingness to lead teams not reporting into them.
• Strong in data analyzis and visualidation and getting concurrence from stakeholders on actions (for assigned processes)    
• Wrok with the service delivery teams to drive process operational excellence goals on Quality, delivery and productivity 
• Should have taken part in Continuous improvement initiatives (KAIZEN) and other Quality related initiatives to spread the quality awareness
• Be able to conceptualize and develop quality related training modules

Other skills 

• Exposure on Robotics Process Automation and any other transformation tools will be an added advantage.
• Experience of having done BPMS or trained on BPMS (Business Process Management System)  
• Self-starter who can work independently, displays initiative and is a problem solver
• Good Facilitator scheduling sessions and meetings
• Usage of Minitab/Microsoft Powerpoint, Excel and Word

Education

• Graduate/ MBA 

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