EY GMS-Service excellence Manager 

India, Kerala, Thiruvananthapuram 

17690730

Service Excellence – Manager, Global Managed Services

As a Manager of Service Excellence team, you will play a transformative role in building / scaling up of process maturity of competencies focussed on improving efficiency & effectiveness through embedding/ enabling automations / leveraging modern tools & technologies supporting transition and Service delivery teams.

Your key responsibilities

Support each competency (domain) within scope from critical transformation/ end to end process improvements perspective through participation in the following activities:

• Drive culture of Service Excellence & continuous improvements across all competencies
• Leverage advanced methodologies of Lean Six Sigma, Kaizen; DMAIC / DFSS (as applicable); and enable identification of opportunities to transform projects through solutioning & execution of key improvement projects yielding in profit maximization. Opportunities could be a combination of process improvements inclusive of automations
• Assess end to end processes by leveraging tools like detailed process mapping; Decision trees; Value stream mapping etc with a view to re-imaging/ restructuring / transforming to create a road map of the Continuous Improvement Journey of the assigned projects. Interface with key stakeholders and support buy in for implementation of the projects
• Own Governance of the Continuous Improvement projects responsible and achieve the savings target assigned.
• Coach & Guide the delivery teams in completing Lean Six Sigma (LSS) certifications.
• Promote cross-functional collaboration; Best practice sharing; Ideation to prioritization & execution of projects
• Support creating a Center of Excellence (CoE) teams across the Competencies who can become the evangelist of Service Excellence in driving data driven approaches / processes
• For each competency (domain), contribute to thought leadership of building process maturity frameworks inclusive of improving process efficiency & effectiveness metrics which can be positioned against Industry benchmarks

Skills and attributes for success

• Extensive experience in end-to-end Continuous Improvement Projects
• Programme and project management experience, including management of global, distributed teams
• Skilled in change management, process design, operating model design and implementations
• Experience in communication with client Continuous Improvement Leads; key stakeholders and EY stakeholders
• Strong business partnering skills enabling working across teams.
• Ability/credibility to influence key EY and client stakeholders - personal style, experience and approach
• Ability to work independently and deal effectively with ambiguity and change
• A get-it-done mindset

To qualify for the role, you should have

• 10+ years of experience in Manged Services; consulting inclusive of expertise in Finance/ HRO/ Supply Chain/ Technology domains
• 8+ years of demonstrable experience in delivering Continuous Improvement projects in Managed Services
• Experience in communicating with Client Key Stakeholders & get sign off Business case
• Certified Green Belt
• Bachelor's degree in relevant field required - Business, Computer Science, Engineering or MBA/ Master’s degree
• Project Management Knowledge/Certification a plus
• Well versed with Tools & Technology – Knowledge/ experience in recent trends (like Robotics; Gen AI etc)

What we look for

• Ability to extend our reputation in the marketplace
• Passion for problem-solving and helping our clients with some of their most complex issues
• Ready to Travel (as necessary)

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.

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.