EY - Assistant Manger - Quality/Process Excellence

Job Role:

The role encompasses monitoring process measurement, conducting process audit for various processes. The key to the role is high level quality communication, strong technical skills and output on a timely basis to Key Stake holders

Core Responsibilities:

- Supervise QA staff in carrying out process audits and measurements on timely basis

- Take lead in setting up SLA, KPI's, work with Operations and Customers to define measurements

- Independently conduct process audits on assigned processes

- Monitor performance of the process by gathering relevant data and producing statistical reports.

- Perform as a trainer to QA team on Quality tools & Techniques

- Provide data and interpretation of measurements and audits, written communication and oral presentation

- Communicate with external contacts and internal personnel to resolve open issues

- Conduct calibration with operation team and business partners

- Report, develop and implement new procedures to ensure enhanced and effective operational efficiency

- Identify opportunities to share/adopt process standardization and best practices across GSS centers

- Maintain regular interaction with the operations leadership

- Organize and manage quality assurance function in close co-operation with the customers and with the leadership team.

- Identify and drive process improvement ideas

- Drive quality culture in operations

- Analyze measurement, audit and survey reports, identify gaps and suggest process improvements

People Responsibilities:

- Assist in the management of work through efficient utilization of staff

- Provide guidance, direction and evaluation of work of the associates, provide regular feedback on staff performance

- Provide opportunity to staff and develop self and team members

- Review improvement ideas and guide team members

- Contribute ideas/opinions to the team and listen/respond to other team members views

- Use technology to continually learn, share knowledge with team members, and enhance service delivery

- Demonstrate professionalism, competence and clarity of communication when dealing with the clients and leadership

Technical skills requirement:

- Trained in quality management and compliance standards and methodologies, Six Sigma, LEAN, trained in advanced quality tools, Lean Tools

- Use process mapping techniques, lean, or Six Sigma process improvement methodology and being effective in the Quality role.

- Preferably have expertise in transaction processing and reporting processes.

- Bachelor's/Master's Degree with 5-6 years of experience.

Additional skills requirement

- Be task orientated and proven ability to produce quality work on a regular basis, to a consistently high standard.

- Work with the service lines to ensure key objectives and initiatives are reflected in communication plans and activities.

- Drive and deliver the agreed initiative/project

- Should be proficient in Excel/Word skills, including presentational aspects, including pivot tables etc.

- Be comfortable working on a number of projects concurrently.

- Be able to work in a rapidly changing environment.

- Ability to work on own initiative and as a part of a team

- A strong team player who is comfortable working collaboratively and directionally as required.

Job Location: Cochin.