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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
Who we are
EY is a global leader in assurance, tax, transaction and advisory services.
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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EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
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