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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