EY seeks a dynamic Process Excellence SME Lead, also known as a Domain/Process Architect, to join our Service Excellence team. This Manager-level role is pivotal in driving continuous improvement within Managed Services delivery.

You will act as a catalyst for change and a process architect, responsible for defining and implementing best practices, robust governance models, and cultural adoption programs. Your expertise will support delivery teams across various critical functions, including agent management, upskilling, learning and development, floor management, real-time operations, feedback loops for training and quality, and reward and recognition initiatives. A core part of this role is embedding our MS Service Excellence Framework throughout all operations.

Design and maintain comprehensive process frameworks, standard operating procedures (SOPs), templates, and governance playbooks tailored for Managed Services. Lead change management efforts to foster a culture of service excellence across all delivery teams.

Implement and oversee the Agent Management Framework, focusing on smooth onboarding and performance stabilization within the first 90 days. Collaborate with Learning & Development teams to shape upskilling programs, define training roadmaps, and establish certification pathways.

Establish efficient floor management and real-time governance practices to enhance operational performance. Create effective feedback mechanisms connecting Training, Quality, and Operations for ongoing enhancement. Develop and launch Reward & Recognition programs that align with performance metrics and service excellence objectives. Champion the MS Service Excellence Framework, ensuring its widespread adoption across delivery units. Provide support for audits, readiness assessments for certifications, and client visits by ensuring process adherence and cultural alignment.

A minimum of 8 to 14 years of experience is required in process excellence, service delivery governance, or operations transformation. A strong understanding of Managed Services delivery models across sectors like Financial Services, Cyber, IT Infrastructure, Application Support, and Service Desk is essential.

Proven experience in successfully driving change management, cultural transformation, and effectively engaging with stakeholders is critical. Familiarity with industry standards such as ISO, ITIL, CMMI, and established service excellence frameworks is expected. Exceptional facilitation, coaching, and communication skills are necessary for this role.