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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.
At EY our inclusive work environment means that everyone’s opinion is valued. This enables us to provide better advice and ideas to our clients, which in turn helps you develop as an individual to achieve your potential and make a difference.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
