Assistant Manager-Deputy Manager-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

Accountabilities

• Assess, identify, and drive process improvements using Lean Six Sigma (LSS) , emerging technologies, and relevant external ecosystems .
• Conceptualise and deliver end‑to‑end digital transformation initiatives , including:

• Business requirement gathering and stakeholder alignment
• Process assessment and solution design
• Development of clear business cases
• Scope definition and implementation ownership
• Validation of outcomes against predefined acceptance criteria

• Drive innovation-led digital transformation to simplify processes, reduce cost, and improve cycle time.
• Evaluate available digital and automation solutions and recommend fit‑for‑purpose, scalable solutions aligned to business priorities.
• Identify trends, variations, and inefficiencies to establish a robust continuous improvement and monitoring framework .
• Support enterprise operational efficiency initiatives with a clear focus on value delivery and customer impact.
• Take end‑to‑end ownership of change and transformation initiatives , from opportunity identification through structured governance to delivery.
• Independently create value for internal and external stakeholders by applying strong process improvement, project management, and change management expertise .
• Manage and influence business stakeholders across multiple levels , building strong and effective working relationships.
• Collaborate as a team member to ensure seamless delivery of internal projects and programmes .

Required experience:

• 5–8 years of total professional experience , with strong hands‑on expertise in project management and change management .
• Demonstrated experience in managing or supporting workstreams within large‑scale transformation initiatives .
• Proven exposure to driving a quality and continuous improvement culture within an organization.
• Lean Six Sigma Green Belt (mandatory) ; Black Belt preferred , with the ability to mentor teams and drive breakthrough improvements.
• Preferred experience working on client‑facing engagements with large global organizations.
• Ideal background includes experience in Big 4 firms, global management consulting organizations , or blue‑chip enterprises (e.g., Accenture, IBM), with an appropriate consulting or transformation focus.

Competencies/ skills

• Strong knowledge of Business Process Re‑engineering , Lean Six Sigma (DMAIC) , and Project Management , including practical application of relevant tools and methodologies.
• Proven experience in mentoring teams and managing end‑to‑end improvement projects, from initiation through review and closure.
• Strong facilitation and training capability, with experience conducting Green Belt and Six Sigma awareness programs .
• Excellent communication and interpersonal skills , with the ability to influence delivery teams and lead consultative engagements .
• Assertive and confident professional with a strong orientation toward statistical analysis , collaboration, and leading cross‑functional teams without direct reporting authority.
• Advanced capability in data analysis and visualisation , enabling fact‑based discussions and stakeholder alignment on improvement actions.
• Ability to work closely with service delivery teams to drive operational excellence across quality, delivery, and productivity metrics.
• Hands‑on experience in continuous improvement initiatives (e.g., Kaizen) and other quality programs to embed and sustain a quality‑driven culture.
• Ability to conceptualise, design, and develop quality and process improvement training modules aligned to business needs.

Other skills

• Exposure to Robotic Process Automation (RPA) and other digital transformation tools will be an added advantage.
• Experience working with BPMS (Business Process Management Systems), either through implementation or formal training.
• Self‑starter with the ability to work independently , demonstrate initiative, and apply structured problem‑solving.
• Effective facilitation skills , with experience scheduling and leading workshops, interviews, and working sessions.
• Proficient in Minitab and Microsoft Office tools (PowerPoint, Excel, Word) for analysis, documentation, and executive communication.

Education

Graduate/ MBA

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