Service Excellence_Supervising Associate _Supervising Associate


Job Title : Service Excellence_Supervising Associate _Supervising Associate
Location : India
Company : Ernst & Young
Salary :
Open Date : 2021-04-08
Close Date : 2021-06-08

Supervising Associate – Improvements (Service Excellence)
Job purpose

  • Lead & manage the continuous improvements team for Service Excellence GDS Operations & Infosec
  • Lead & mentor continuous improvement projects (site & global) as per Lean Six Sigma methodology
  • Monitor & communicate the efficiency savings accrued from continuous improvement initiatives
  • Conduct process improvement workshops with Service Delivery to identify & scope improvement initiatives
  • Co-partner with regards to implementation of SLA/KPIs framework
  • Analyse CSAT surveys & partner with Service Delivery on the CSAT Action Plan
  • Conduct trainings/awareness sessions on quality tools (Lean Six Sigma) as and when required
  • Engage with Transitions team on identifying & scoping of process solutions
  • Conduct process measurements/quality assurance on newly migrated processes to enable stabilization
  • Conduct training/awareness sessions on process measurements/quality assurance as and when required
  • Co-partner on driving Quality Culture building initiatives like Quality contests/Quality week etc. (work with different functions like Performance Excellence etc. on the same)
  • Co-partner on execution of global projects specific to SE function
  • Co-partner on automation of GSS Service Line & SE Dashboards using power bi

Your client responsibilities

  • Engage with GSS stakeholders (F&A Service Delivery Leadership & SE Leadership) on continuous improvement initiatives
  • Engage with GSS customers/clients (levels could include CFOs, Finance Controllers etc.)on driving value proposition for continuous improvement initiatives

Your people responsibilities

  • Coach direct reports on Lean Six Sigma tools & project management methodology
  • Coach direct reports on how to conduct process improvement workshops
  • Provide timely & relevant feedback on performance measures
  • Execute on day-to-day administration of direct reports including leave management, workforce management etc.
  • Enable career planning & progression for direct reports
  • Coach direct reports on behavioural, stakeholder management, communication & presentation skills

Experience (overall work experience in range of 8-12 years with ranging up to 5-6 years)

  • Experienced professional in executing process improvement initiatives (prior work experience should reflect the above mentioned)including mentoring of projects
  • Experienced professional with work experience in transformations/re-engineering
  • Well-versed in knowledge of Lean Six Sigma quality tools & transition methodology
  • Experienced professional with exposure in captive shared service centres & third party service providers
  • Diverse work experience in manufacturing, professional services, healthcare etc. verticals

Technical skills requirements

  • Proficient in MS Word & MS Projects
  • Work-experience in power bi
  • Additional skills requirements
    • Any project management certifications like PMP etc.
    • Excellent stakeholder management skills
    • Excellent communication & presentation skills
    • Ability to work with minimal supervision
    • Evidence of influencing and change management skills
    • Evidence of developing direct reports
    About EY
    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.
    Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
    Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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