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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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Worldwide, our 175,000 people are united by our shared values and an unwavering commitment to quality. We make a difference by helping our people, our clients and our wider communities achieve their potential.

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Assistant Manager-Deputy Manager-Service Excellence

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