Assistant Director - Service Excellence

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Description - Internal

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 Director

Accountabilities:

• Creates value to clients independently- brings excellent process improvement, project and change management skills and past client experiences
• Deploys consulting best practice, knowledge and techniques when undertaking work
• Performs rapid assessment of current landscape for clients and is able to provide insights around hypothesis and solutions
• Manage business stakeholders across different levels and build strong relationship
• Manage direct onshore facing projects independently
• As a team member, assists in providing smooth delivery of internal project/program outcomes
• Develop detailed business plans to drive small or radical changes
• Assist the client in implementing the plan and resolve any occasional discrepancies

Required experience:

• Strong experience in problem solving and driving change through technology
• Analysing and interpreting data to unearth weaknesses and problems, and comprehend the causes
• Formulating recommendations and solutions with attention to a client s wishes, capabilities and limitations forming concise reports
• Presenting findings and suggestions to clients with ample justification and practical advice
• Total experience between 8-12 years
• Should have an experience of managing or supporting workstreams / project initiatives in large scale transformation projects.

Competencies/ skills

• Assess End to End processes to identify improvement/automation opportunities and create automation/transformation roadmap.
• Knowledge of Business Process Re-Engineering, Six-sigma concepts of DMAIC, Project Management (and all tools included therein).
• Mentoring & experience in creating, reviewing & closure of projects.
• Well versed with contemporary technologies & leading tools, RPA (attended/unattended) automation, Machine learning, Artificial Intelligence and Analytics, also have a proven record of implementing large scale Transformation project.
• Experience in process due diligence and diagnostics, building solutions and process restructuring.
• Assertive, strong orientation to statistical analysis, good team player & willingness to lead teams not reporting into them, should be able to grow into leadership roles after graduation from the GB/BB role.
• Presenting data, sharing analysis and getting concurrence from stakeholders on actions (for assigned processes).
• Willingness & quick to learn new processes.
• Ability to set up lagged and leading indicators for measurement in the system. Build and drive calibration models to drive standardization across onshore and offshore.
• Ability to decipher metrics both independent and derived.
• Predictive methods of defect deduction and setting up of root cause corrective system for robust assurance.
• Experience in delivering end to end projects delivering on key metrics around customer satisfaction, cost reduction and efficiency improvement.
• Demonstrated skill at data cleansing, data quality assessment and using analytics for data assessment.
• Should have taken part in Continuous improvement initiatives (KAIZEN) and other Quality related initiatives to spread the quality awareness
• Collaborate with various functions to ensure the system solutions meet the functional requirements.
• Excellent Communication skills, result-oriented, self-driven person with a high energy level, analytical and structured with extensive experience in managing a high-performance team.

Responsibilities, Qualifications, Certifications - External

Other skills

• Knowledge of statistical tools
• Knowledge of data science and exposure decision science projects
• Knowledge of business analytics tools like Tableau, PowerBI or similar tools
• Knowledge of diverse business matters such as IT, Marketing, HR
• Exposure to agile framework
• Aptitude in creative problem-solving
• Implement visualization concepts
• Expertise in building reports and ability to derive intelligence from it

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