Join EY as an Assistant Director – Process Consultant, focusing on Talent and Service Excellence. This role is integral to shaping and executing the Service Excellence agenda across GDS, ensuring strategic alignment, driving insights, and maintaining robust governance. You will act as a key liaison between strategy, execution teams, and leadership, translating ambitious goals into tangible results.

Talent Services at EY function as operational partners to regional and global talent teams, offering dedicated support to both candidates and employees. Our team is committed to delivering scalable, high-quality services efficiently, playing a vital role in supporting EY's global talent operating model and its 'All In' strategy. As a Process Consultant, you will be instrumental in fostering a culture of continuous improvement.

Provide strategic insights and solutions to enhance service excellence across the organization. Support team members and business units in fostering a culture of continuous improvement and professional development. Guide the implementation of best practices and innovative methodologies. This includes supporting the Service Excellence Leader in defining strategy and roadmap, conducting research, developing executive-level presentations, and translating leadership vision into actionable plans and frameworks.

Establish and manage initiative trackers for Service Excellence programs, monitoring transformation efforts and tracking benefits realization, KPIs, and ROI. You will also be responsible for identifying risks and implementing structured escalation mechanisms. Design and manage Service Excellence dashboards, translating data into actionable insights for leadership decision-making, and supporting executive reporting. Ensure adherence to process standards, quality frameworks, and maturity models, and assist with process audits and compliance reviews.

We are seeking a proven leader with extensive experience in service excellence, delivery excellence, or business excellence, coupled with a minimum of 5 years of functional experience in Talent or Human Resources. A strong understanding of project and program management methodologies, quality management systems, and practical experience implementing systems like ISO, Agile Practice, and Delivery Excellence Practices are essential.

Candidates should possess strong strategic thinking and problem-solving abilities, with a good grasp of relevant technologies such as RPA, AI, Copilot, and Power Apps, and the ability to advocate for their use. Effective communication and influencing skills are crucial for driving results and building relationships with business leaders. Proficiency in metrics reporting, management, and governance is required.

An engineering or management background with a Bachelor's or Master's degree is preferred. While certifications like Six Sigma Black Belt or Lean Practitioner are a bonus, familiarity with driving projects through agile methodologies is important. Over 14 years of experience in professional services or a related industry is expected. Experience collaborating with diverse stakeholders across different geographies and cultures, and the ability to lead teams are key attributes.