Assistant Director Service Excellence - Strategy and Initiatives 1

At EY, youll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And were counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Role title : Assistant Director Process Consultant(Risk Management Services)_Service Excellence Job Summary Support the Service Excellence Leader in shaping, driving, and governing the Service Excellence agenda across GDS by enabling strategy execution, driving insights, and ensuring structured governance, reporting, and compliance. Acts as a central orchestration layer between strategy, execution teams, and leadershipensuring initiatives translate into measurable outcomes. Risk Management Services (RMS) is an internal function within GDS, responsible for protecting the organization from the risks that may arise from its professional practice. Team works closely with all parts of the organization to identify and manage risks, providing coordinated advice and assistance on Independence, Conflicts, Compliance, regulatory, policy and security issues as well as dealing with claims and queries regarding ethics. The process consultant would assist the teams in continuous improvement. Key Role and Responsibilities As a consultant, the Assistant Director will provide strategic insights and solutions to drive service excellence. They will support team members and business teams , fostering a culture of continuous improvement and professional growth. By leveraging their expertise, the Assistant Director will guide the implementation of best practices and innovative methodologies within the organization. Strategy & Thought Leadership Enablement Support the Service Excellence Leader in defining and articulating the Service Excellence strategy and roadmap Conduct research, benchmarking, and internal analysis to inform strategic decisions Develop executive-level presentations, viewpoints, and communication artefacts Translate leadership vision into structured initiatives, frameworks, and action plans Support in shaping new service excellence initiatives (AI, automation, quality, governance) Initiative Governance & Transformation Tracking Establish and manage a central initiatives tracker across Service Excellence programs Monitor execution of transformation initiatives (CI, digital, process excellence) Track benefits realization, KPIs, and ROI across initiatives Flag risks, delays, and dependencies with structured escalation mechanisms Drive governance cadence (reviews, dashboards, leadership updates) Insights, Reporting & Analytics Design and manage Service Excellence dashboards (KPIs, maturity, adoption, impact) Convert raw data into actionable insights for leadership decision-making Support periodic leadership reviews, business updates, and executive reporting Integrate data across functions to provide a single view of performance and effectiveness Governance, Compliance & Standards Support implementation of Service Excellence governance frameworks Ensure adherence to process standards, quality frameworks, and maturity models Assist in process audits, compliance reviews, and documentation governance Maintain repository of methods, frameworks, and best practices Stakeholder Orchestration & Communication Act as connective interface across Service Excellence teams, business functions, and leadership Ensure alignment between strategy, execution teams, and global stakeholders Support leadership in stakeholder engagement and influencing discussions Drive structured communication plans for initiatives and programs Continuous Improvement & Capability Support Support rollout of CI, agile, quality, and AI-led capability programs Assist in organizing workshops, training initiatives, and awareness programs Enable identification of improvement opportunities and value creation initiatives Core Skills Proven leadership experience in a similar role with a focus on service excellence, delivery excellence, or business excellence. Functional experience of minimum 5 years in Risk Management Services. Strong understanding of project and program management methodologies and quality management systems. Practical experience in implementing quality systems such as ISO, Agile Practice, and Delivery Excellence Practices in medium to larger business units. Strategic thinking and problem-solving abilities. Good understanding of tools and technology and their application, such as RPA, AI, Copilot, and Power App. Usage of AI tools for enhanced productivity and be the advocate of AI tool usage. Effective communication and influencing skills to drive results and build relationships with business leaders. Proficient in metrics reporting, management, and governance. Bachelor's or Master's degree, preferably with an engineering or management .