Associate Director Service Excellence Process Lead Process Excellence CoE

Role Title: Associate Director Service Excellence (Process Lead Process Excellence CoE)

Job Summary

The Associate Director Service Excellence (Process Lead) is a critical leadership role for Global Delivery Services (GDS) established to drive enterprise-scale process engineering accelerate transformation outcomes and strengthen the operational backbone across enablement services and selected client-facing support functions.

The role provides end-to-end leadership across the transformation lifecyclefrom intake and prioritization to diagnostics future-state design implementation and sustained adoptionensuring process change is executed with consistency speed control and measurable business value.

By operating at the intersection of business operations technology risk and data this leader will establish process engineering standards embed governance and control discipline and enable scalable digitally integrated ways of working that support EYs broader transformation globalization and productivity agenda.

Key Responsibilities

• Process Excellence CoE Leadership (End-to-End Ownership)
  • Establish and operationalize the Process Design Factory as a strategic enterprise capability across GDS functions
  • Govern the pipeline of transformation initiatives through robust intake prioritization sequencing and leadership decision-making forums
  • Ensure disciplined execution across all lifecycle stages with clear quality thresholds governance mechanisms and accountability for outcomes

• Innovation Continuous Improvement & Digital Transformation
  • Lead process reengineering and simplification initiatives leveraging Lean Agile and Design Thinking
  • Embed automation-first and AI-led transformation principles (RPA AI Copilot workflow tools) into process design to improve scalability productivity control and user experience
  • Partner with technology teams to - Identify digital enablement opportunities Drive deployment of scalable solutions and Improve adoption of AI-enabled tools across functions
  • Establish continuous improvement loops through metrics feedback and iterative redesign

• Process & Delivery Excellence
  • Define and implement enterprise-wide process engineering standards design principles and governance expectations that drive consistency and repeatability across GDS
  • Develop and institutionalize - Process maturity frameworks Standard operating procedures (SOPs) and control frameworks RACI models and KPI structures
  • Ensure alignment of redesigned processes with - Risk and compliance requirements Operational controls and governance standards
  • Monitor performance through metrics dashboards and scorecards ensuring outcomes are sustained

• Value Realization & Transformation Governance
  • Drive decision-making forums and leadership reviews for sign-offs and prioritization.
  • Ensure transformation outcomes translate into tangible business impact by establishing robust mechanisms to measure efficiency cost cycle time control effectiveness scalability and stakeholder experience
  • Track and govern realization of transformation benefits ensuring approved initiatives deliver sustained value beyond implementation

• Adoption Change Management & BAU Integration
  • Lead structured handover adoption and stabilization frameworks to ensure redesigned processes transition successfully into BAU with clear ownership and sustainability
  • Develop and execute change management strategies including communication and stakeholder engagement
  • Ensure Knowledge transfer completeness Governance mechanisms are operationalized. Business teams are enabled for independent execution and Track and intervene on adoption gaps and sustainability risks

• Capability Building & Process Excellence Culture
  • Build and institutionalize organizational capability in process design and diagnostics Lean Six Sigma and Agile practices and digital and AI-enabled transformation
  • Develop certification accreditation and learning frameworks
  • Mentor Black Belts and transformation leads to scale capability across GDS
  • Collaborate with leadership to identify capability gaps and address them systematically

Core Skills & Experience

• Proven leadership experience in process engineering process transformation business excellence or operational excellence roles within complex global organizations
• Deep expertise in end-to-end process engineering including process discovery diagnostics redesign standardization control integration implementation and continuous improvement
• Hands-on experience with:
  • Lean Six Sigma value stream mapping root cause analysis and statistical problem-solving methodologies
  • Agile Design Thinking process simulation and structured workshop facilitation for future-state design
  • Process mapping service blueprinting operating model design maturity assessment and process documentation standards
• Strong understanding of:
  • Digital enablement and process automation tools including workflow platforms RPA AI Copilot Power Platform and process intelligence solutions
  • Governance risk and control design KPI frameworks service performance management and value realization tracking
  • Ability to operate across strategic tactical and execution layersfrom target operating model design to detailed process engineering and deployment
  • Demonstrated success in leading cross-functional multi-stakeholder and global transformation programs with measurable operational outcomes
  • Strong executive communication influencing stakeholder alignment and team leadership skills with the ability to build process engineering capability at scale

Skills and Attributes for Success

• Strong systems thinking structured problem-solving and analytical decision-making capability
• Strong stakeholder management facilitation and influencing capability across business operations and technology teams
• Ability to translate strategy into engineered operating models executable transformation roadmaps and sustainable process controls
• High adaptability and sound judgment in ambiguous evolving and matrixed environments
• Strong focus on operational outcomes adoption service performance and value realization
• Innovation mindset with the ability to combine process engineering rigor digital enablement and business pragmatism to solve complex problems

What we look for

We are looking for a credible transformation leader who combines strategic thinking with execution discipline brings the gravitas to influence senior stakeholders and can build enterprise confidence in process-led change. The ideal candidate will be able to translate complexity into scalable controlled and measurable solutions while creating alignment across business operations and technology teams. This person will bring the energy to lead change the judgment to govern it responsibly and the capability to build a strong culture of process excellence across GDS.

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 GDS you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Well introduce you to an ever-expanding ecosystem of people learning skills and insights that will stay with you throughout your career.

• Continuous learning: Youll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: Well provide the tools and flexibility so you can make a meaningful impact your way.
• Transformative leadership: Well give you the insights coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs.