EY Service Excellence_Assistant Director in Bangalore, India

Service Excellence_Assistant Director

Core Business Services

Requisition # IND00CTL

Post Date Jan 09, 2019

  • About E&Y:

  • Ernst & Young, a global leader in professional services, is committed to restoring the public’s trust in professional services firms and in the quality of financial reporting. Its 107,000 people in 140 countries pursue the highest levels of integrity, quality, and professionalism in providing a range of sophisticated services centered on our core competencies of auditing, accounting, finance, tax, and transactions.

  • Ernst & Young operates from 8 cities* in India (www.ey.com/india) with a work force of over 2400 people, who work towards the firm’s vision of being the trusted business advisor that contributes most to the success of people and clients. Global Tax Advisory Services, Risk and Business Solutions and Transaction Advisory Services are the core services offered by the firm in India. About E&Y Global delivery Services (GDS):

  • Ernst & Young’s Global Shared Services is a global initiative that provides a broad array of services across the globe. Services include U.S & U.K taxes, Global Finance, Accounting and Reporting, Transfer Pricing, and much more. Ernst & Young SSL is one of the most admired international professional service firms and it invites bright candidates with a promise to provide them opportunities to grow and succeed. Position Summary including Major Challenges:

  • The need is to have a person with a very strong background in Quality Processes and methodologies such as DMAIC, DMADV, BPMS, LEAN (must have) …desirable: COPC, CMM, PCMM, PMP, ISO, TQM, Etc.

  • Experience must be more than 12 years, of which at least 3 - 5 years in Quality related areas, six sigma exposure highly preferred Primary Responsibilities and Accountabilities:

  • Building a quality culture

  • Drive BPMS, FMEA, DMAIC within the organization

  • Change Management

  • Coaching and mentoring skills

  • Business understanding

  • Work with global teams to meet GSS objectives

  • Lead and deliver training on quality areas

  • Mentor the team of BBs Performance measures :

  • Contribution to the organizational initiatives

  • Own and Drive the quality BSC parameters

  • Process improvement initiatives

  • Training of employees

  • Project contributions in terms of TAT, Accuracy and productivity for all GSS processes

  • Manage health of projects (ongoing and closed)

  • Drive attainment of quality engagement and effectiveness parameters

  • Feedback on training programs held

  • Appropriate identification, creation and rollout of quality related training programs

Job Specification


  • 12 years plus

Competencies / Skills:

  • Getting buy in on the quality initiatives and also drive Black belts & the Ops personnel on quality initiatives

  • Mentoring & experience in creating, reviewing & closure of BB projects

  • Ability to conceptualize end to end quality events

Must to have skills –

  • Ability to create customized business excellence roadmaps for service lines / clients – in areas of process design, process improvement, process robustness, BPMS, entitlement, etc

  • Ability to train, ability to apply statistical techniques to arrive at statistical and practical solutions to business problems , thus create business impact

  • Sharing best practices across processes ; drive a collaborative approach to problem solving with data orientation

  • Aligning six sigma efforts to business goals and impact(Balanced scorecard initiatives)

  • Adept in conducting tollgate reviews for projects

  • Change Management techniques

  • Excellent communication skills to install the quality culture through in house newsletters, mailers, websites, etc ; work effectively with the in house communications team

Nice to have skills –

  • Project Management skills (from a PMP perspective)

  • Worked as Quality expert in operations, HR, Finance, IT, etc

  • Some background in ISO, CMM, PCMM, COPC,TQM,COPQ, Etc

  • Experience at a MNC / Service industry preferably with a captive centre of a corporate bank, Third party BPO



Years of Experience –

  • 12 plus years