Join EY's Global Delivery Services (GDS) as an Assistant Director – Process Consultant, driving Service Excellence across the organization. This role is key to enabling strategy execution, generating insights, and ensuring robust governance and compliance within our Risk Management Services (RMS) function. You will act as a crucial link between strategy, execution teams, and leadership, translating initiatives into tangible results and fostering a culture of continuous improvement.

As a Process Consultant within RMS, you'll play a vital role in identifying and managing organizational risks related to professional practice, independence, conflicts, compliance, regulatory matters, and ethics. Your work will directly contribute to protecting the organization and enhancing operational integrity. This is an opportunity to shape the future of service delivery and make a significant impact.

Spearhead the development and execution of the Service Excellence strategy, conducting in-depth research and analysis to inform decisions. Translate leadership visions into actionable frameworks and initiatives, including those focused on AI, automation, quality, and governance.

Establish and maintain a central tracker for all Service Excellence programs, monitoring transformation initiatives and their benefits realization through KPIs and ROI. Proactively identify risks and dependencies, implementing structured escalation mechanisms and driving governance cadences for leadership updates.

Design and manage Service Excellence dashboards, converting data into actionable insights for leadership. Support executive reporting and integrate data across functions to provide a holistic view of performance.

Assist in implementing Service Excellence governance frameworks, ensuring adherence to process standards, quality, and maturity models. Support audits, compliance reviews, and maintain a repository of best practices.

Serve as a key interface across Service Excellence teams, business functions, and leadership, ensuring strategic alignment and driving effective stakeholder engagement. Develop and execute structured communication plans for programs.

Support the rollout of capability programs in areas like CI, agile, quality, and AI, and facilitate workshops and training sessions to identify improvement opportunities.

We are seeking a dynamic Assistant Director with a proven track record in service excellence, delivery excellence, or business excellence, complemented by a minimum of 5 years of functional experience in Risk Management Services. A strong understanding of project and program management methodologies, coupled with practical experience in implementing quality systems like ISO, Agile, and Delivery Excellence Practices, is essential.

Candidates must possess strong strategic thinking and problem-solving abilities, with a good grasp of tools and technologies such as RPA, AI, Copilot, and Power Apps. Proficiency in metrics reporting and governance is required, along with exceptional communication and influencing skills to collaborate effectively with business leaders. A Bachelor's or Master's degree, preferably in engineering or management, is expected.

While certifications like Six Sigma Black Belt or Lean are advantageous, experience with maturity models and process frameworks is a plus. The role demands over 14 years of experience in professional services or a related industry, along with excellent stakeholder management and cultural intelligence to thrive in a diverse, global environment. Experience driving projects using agile methodologies is also highly valued.