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**Role title-**Supervising Associate – Service Excellence

Job Summary

Global Delivery Services (GDS) significantly contributes to EY’s globalization efforts and is divided into three main areas: client services, enablement services, and GDS Operations. The role pertains to enablement services, which currently includes Procurement, Talent, Finance and Accounting, IT, Risk Management, Creative Agency, Learning Solutions, Administrative and Workplace Services, and Program Execution Services, as well as support for client services and GDS operations. The overarching objective is to achieve effectiveness and efficiency to provide sustainable value and is integral to EY’s transformation projects and change management delivery.

Key Role and Responsibilities

As a Supervising Associate, the focus will be on the execution of tasks and ensuring their completion before the stipulated timelines. The role involves providing operational support and implementing strategic insights to drive service excellence. Supervising Associate will foster a culture of continuous improvement and professional growth. Additionally, the role includes guiding the implementation of best practices and innovative methodologies within the organization.

Accountabilities

• Lead and deliver Consulting engagements, both internal and external to EY.

• Conduct process improvement workshops with Service Delivery to identify gaps and provide actionable recommendations.

• Partner with Automation and Service Now implementation teams to execute large-scale and small-scale solutions.

• Drive s enior-level stakeholder management across multiple geographies, ensuring alignment and buy-in for strategic initiatives.

• Manage organizational change effectively through structured Change Management practices.

• Collaborate with Service Delivery teams on strategic initiatives and organization-wide implementations.

• Conduct training and awareness sessions on Quality tools and Lean Six Sigma (LSS) as required.

Responsibilities, Qualifications, Certifications - External

• Proven experience in independently driving Consulting engagements.

• Mandatory hands-on experience in Service Now implementation and related process automation.

• Exposure to the latest AI tools and technologies.

• Strong background in Finance & Accounts-related continuous improvement projects.

• Minimum 5+ years of experience executing process improvement initiatives.

• Green Belt Certified or trained in Lean Six Sigma.

• Exceptional communication skills with demonstrated ability to manage senior stakeholders across global geographies.

• Proficiency in data analytics and business intelligence tools.

• Evidence of influencing skills and successful change management in complex environments.

Capability Building

• Support in execution of programme on organization-wide capability building in Quality and Business Excellence as needed by leading training sessions.

• Assist in managing training and ensuring all the administrative activities are taken care.

• Help and assist leaders to build training materials for training programme.

Core Skills

• Strong understanding of project and program management methodologies and quality management systems.

• Hands on experience in usage of 7 QC tools and problem-solving methodologies.

• Good understanding of tools and technology and their application, such as RPA, AI, Copilot, and Power App.

• Effective communication and interpersonal skills to drive results and build relationships with business leaders.

• Good understanding of the metrics and measurement with 2 years of implementation experience.

• Bachelor's Degree, preferably with an engineering or management background.

• Certified Six Sigma Green Belt or Yellow Belt

• Over 7- 9 years of experience in professional services or a related industry.

• Managing people would be an added advantage.

We invite you to take on this crucial role to facilitate transformative change and enhance excellence within our service delivery operations. Your leadership and expertise will be essential in achieving our objectives and upholding EY’s standard of excellence.

Skills and attributes for success

• Strong technical foundation

• Process Reengineering and Technology mindset

• Disciplined Execution of the tasks.

• Global Mindset

• Influencing and Negotiation skills

• Change Management, Adaptability and Agility

• Innovative mindset and ability to relevant models suiting to the context

What we look for

A person who has the energy and enthusiasm to initiate change with appropriate intentions. Demonstrates a commitment to positively impacting the overall situation. Focuses on finding solutions and is willing to ask questions to develop creative resolutions. Genuine, approachable, and capable of uniting a team to work collaboratively towards a shared vision.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY | Building a better working world

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