Associate Consultant - Service Optimization

Location

Kochi | India

Job description

At EY, you’ll 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 we’re 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. 

Position Title: Associate Consultant – Service Optimization
JOB PURPOSE:  

Associate Consultant – Service Optimization shall be responsible for driving the Continual Improvement process by religiously pursuing the key practices as laid down by the Service Quality framework with in the Delivery unit. Successful candidate would be a self-motivated, quality driven individual whose role would encompass identifying various process measurement needs, implementing the measurement criteria, tools and techniques across the board. 

An ideal candidate shall have high levels of quality acumen, strong technical skills, and ability to look at the processes from a big picture perspective.

KEY ACCOUNTABILITIES:  
Description

• Monitor overall process performance by gathering relevant data and produce statistical reports.  
• Liaison with various functional units with EY GDS to address various observations pertaining to deviations on service performance indicators, and practices. 
• Mentor and support the operations on various departmental initiatives, Six Sigma concepts, various calibration checkpoints, and nurture a well-co-ordinated, data driven decision making culture. 
• Identify and report various process gaps and provide necessary guidance to the respective operations team to bridge the gap by adopting appropriate frameworks. 
• Develop and maintain integrated reporting mechanisms to track progress of organizational objectives, develop strategical and analytical decks for the leadership. 
• Support and develop appropriate communication modes, frameworks for change management to bring excellence initiatives. 
• Guide various Service line/Business teams to develop and maintain various statistical analysis and mechanisms in terms of Key Performance indicators of their respective teams 
• Contribute ideas/opinions to the larger team and listen/respond to deliver department’s views
• Support the formulation of various critical documentations such as SLD (Service Level Definitions), SOW (Statement of Work) and 
• Service Catalogue development for the GDS SSLs by coordinating with various member firms & GDS stakeholders to collect relevant and accurate data in a timely manner. 
• Support for the implementation of new methods and practices to enhance various capabilities in terms of process and people (E.g. Quality Audit Framework, other KPI Measurement mechanisms etc.) and spread awareness throughout the GDS MENA 
• organization 
• Responsible for executing due-diligence check towards ensuring controlled process changes to guarantee a steady state delivery. (E.g., Process Additions or Changes, Process Capability and Compliance)  
• Support the GDS service lines during process transitions or on any offshoring endeavour to GDS 
• Function as an integral part for driving various EY GDS transformation programs initiatives and actively contribute to corresponding project management drives across the organization especially in terms of designing and inducting market level SLAs, 
• KPIs, all other organization wide transformation objectives. 
• All other duties as assigned

KPIs

• Dashboard/Reporting accuracy & Timeliness 
• Automation Objectives adherence% 
• Process Optimization target % 
• Individual Department Quality & Productivity Service Levels 
• SLA Adherence 
• Outlier Reduction % 
• Effectiveness of the identified 
• Metric over process performance 
• Success rate of implementation of tools, processes and techniques. 
• Service efficiency reporting 
• TAT 
• Service capability index 
• CSAT/VOC scores
• Project Implementation Support 
• KPI/Metric effectiveness 
• Project Success rates & Effectiveness 

JOB CONTEXT:  

Able to work in a rapidly changing environment to support for the priorities. Flexibility to work in shifts & roster schedules including night and/or rotational may be required depending on various process circumstances. 

COMMUNICATIONS & WORKING RELATIONSHIPS:  
Internal: 

• With various Service Line/Sub Service Line Leaders / Process Leads for the Service deliverables, KPI requirement, Data / report requirements, Compliance & Skills etc 
• With Team Leads for scheduling in house trainings & workshops for departmental initiatives like 
• Frameworks/Measurement Mechanisms introduction and its revamp, Six Sigma Skill development and efficiency projects 

External:  

• With Practice firm stake holders, Functional and competency Leaders and respective onshore counter parts with regards to the organizational as well as departmental initiatives. 

QUALIFICATIONS, EXPERIENCE, & SKILLS: 
Academic : 

• University Graduation preferably from science, commerce, engineering streams. 

Experience : 

• 6-10 years of total service exposure, off which at least 3-4 years of process optimization experience is preferred. 
• Preferably from the service sector and should possess sound knowledge of various service management terminologies.  
• Flair for identifying performance trends, industry benchmarks and timely adopting emerging technology. 
• Exposure in streamlining business process, defining continuous improvement norms, accelerating team strengths to continuously enhance process capabilities. 

COMPETENCIES: technical  

• Proven skills on data visualization & analysis platforms such as Power BI, Tableau, Clicksense are mandatory. 
• At least 3-4 years of extensive experience in the following platforms is mandatory. 
  • MS Power Apps 
  • MS Power Automate/Flow 
  • VBA Macro 
  • MS SharePoint 
  • SQL, MS Azure cloud. 
• Should be an advanced MS Excel user, and fluency in other office tools such as Ms Word/PPT/MS Visio, including various aspects of their applications is a plus.  
• Hands on experience in driving continuous improvement programs, quality management and related compliance standards & methodologies is preferred, though not mandatory. 
• Entry level Certifications/training in problems solving methodologies like Six sigma, LEAN, quality tools, 
• Lean tools would be highly advantageous though not mandatory. 

COMPETENCIES: Behavioural competencies 

• Go-Getter. Excellent behavioral traits. 
• Ability for multi-tasking: Should be willing to work on multiple projects concurrently 
• Good command over English language and excellent verbal and written communication, analytical and presentational skills, with distinguished abilities to effectively and diplomatically manage discussions involving key stakeholders 
• Excellent analytical and problem-solving skills. Should take decisions based on data. Should be a quick learner 
• Highly goal/result oriented and proven ability to produce quality work on a regular basis, to a consistently top standard 
• Demonstrate professionalism, competence and clarity of communication while dealing with the clients and leadership 

EY | Building a better working world 

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Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  

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