Location: Bengaluru
Other locations: Primary Location Only
Salary: Competitive
Date: Aug 13, 2026
Job description
Requisition ID: 1714463
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Role: Process Excellence SME Lead (Domain/Process Architect)
Function: Service Excellence – Continuous Improvement
Level / Grade: Manager
Role Summary
Act as a change catalyst and process architect for Managed Services delivery. Define and implement best practices, governance models, and cultural adoption programs that drive service excellence. Support delivery teams in Agent Management Framework (0–90 days), Upskilling, Learning & Development, Floor Management, Real-Time Management, Training & Quality feedback loops, Reward & Recognition,
and embed the MS Service Excellence Framework across operations.
Key Responsibilities
- Design and maintain process frameworks, SOPs, templates, and governance playbooks for Managed Services delivery.
- Drive change management and cultural adoption of service excellence practices across delivery teams.
- Implement and monitor Agent Management Framework for onboarding and performance stabilization (0–90 days).
- Partner with L&D; teams to define upskilling programs, training roadmaps, and certification plans.
- Establish floor management and real-time governance practices for operational efficiency.
- Create feedback loops between Training, Quality, and Operations to ensure continuous improvement.
- Define and execute Reward & Recognition programs aligned to performance and service excellence goals.
- Champion the MS Service Excellence Framework and ensure its adoption across all delivery units.
- Support audits, readiness for certifica
📌 TechOps-Process Excellence SME (Bengaluru)
🏢 EY
📍 Bengaluru