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Assistant Director – Managed Services, LSS Master Black Belt
EYEY service excellence leader driving process transformation, capability building and digital innovation. Improving delivery operations through governance, process engineering, Agile, AI and KPI optimization.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in project management methodologies, quality management systems, and process engineering to drive service excellence and continuous improvement. Proven ability to lead teams, implement change management strategies, and utilize AI tools for enhanced productivity.
Highest-signal resume keywords
Leadership Experience in Service ExcellenceProject and Program Management MethodologiesISO and Agile ImplementationCertified Six Sigma Black BeltProcess Engineering Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementQuality Management SystemsProcess EngineeringMetrics ReportingChange ManagementAgile MethodologyValue-Stream MappingRoot-Cause AnalysisKPI DefinitionDigital Solutions Integration
Soft Skills
Strategic ThinkingProblem-SolvingEffective CommunicationInfluencing SkillsStakeholder Management
Tools & Technologies
RPAAICopilotPower Apps
Certifications & Qualifications
Certified Six Sigma Black BeltLean Certified PractitionerLean Certified Champion
Industry Keywords
Service ExcellenceBusiness ExcellenceDelivery ExcellenceContinuous ImprovementProfessional Services
Tech Stack
Tools & technologiesRPA
About the role
Key responsibilities & impact- Provide strategic insights and solutions to drive service excellence
- Mentor team members and business teams, fostering continuous improvement and professional growth
- Define, adapt and implement project management methodologies at service-function level
- Drive the continuous improvement agenda and governance
- Build an efficiency pipeline through design-thinking workshops and identify transformation projects
- Support implementation of continuous-improvement and transformation projects using process reengineering and other methodologies
- Run culture-building programs for the business
- Share best practices across the organization through a systematic program
- Analyze business processes and technology infrastructure to identify digital-enhancement opportunities
- Lead adoption of new digital solutions and integrate them with existing systems
- Scan the evolving digital landscape and identify relevant technologies
- Analyze processes to identify bottlenecks, inefficiencies and improvement areas
- Map current-state value streams using value-stream mapping and related techniques
- Design future-state processes and document optimized workflows, procedures and systems
- Implement process changes, providing training and support
- Conduct process-maturity assessments and help define KPIs
- Hold governance with business leaders
- Ensure root-cause analysis leads to KPI improvement
- Extend metrics beyond GDS and integrate KPIs with global teams
- Ensure methods documentation is available as needed
- Support organization-wide capability building in Quality, Business Excellence, Agile and AI
- Lead training sessions and assist with certification and accreditation framework rollout
- Implement talent-development and capability-building frameworks
- Guide team members in professional growth and organizational contributions
Requirements
What you’ll need- Proven leadership experience in a similar service-excellence, delivery-excellence or business-excellence role
- Strong understanding of project and program management methodologies
- Strong understanding of quality management systems
- Practical experience implementing ISO, Agile Practice and Delivery Excellence Practices in medium to larger business units
- Strategic thinking and problem-solving abilities
- Understanding of tools and technologies including RPA, AI, Copilot and Power Apps
- Use of AI tools for enhanced productivity and advocacy of AI-tool usage
- Effective communication and influencing skills to drive results and build relationships with business leaders
- Proficiency in metrics reporting, management and governance
- Bachelor's or Master's degree, preferably with an engineering or management background
- Certified Six Sigma Black Belt, Lean Certified Practitioner or Lean Certified Champion
- Familiarity with driving projects through Agile methodology
- Over 14 years of experience in professional services or a related industry
- Experience working with diverse stakeholders and cultural intelligence across geographies and countries
- Ability to lead teams with 10+ Black Belts and influence teams not directly reporting to the role
- Process engineering skill sets
- Change management, adaptability and agility
- Stakeholder management
- Global mindset
- Influencing and negotiation skills
- Innovative mindset and ability to select relevant models for the context
Benefits
Comp & perks- Continuous learning and development opportunities
- Tools and flexibility to make a meaningful impact
- Transformative leadership through insights, coaching and confidence-building
- Diverse and inclusive culture
- Collaboration with global EY teams
- Career opportunities across multiple business disciplines
- Exposure to people, learning, skills and insights throughout the career