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Role Title: Associate Director – Service Excellence (Process Lead – Process Excellence CoE)
Job Summary
The Associate Director – Service Excellence (Process Lead) is a critical leadership role for Global Delivery Services (GDS), established to drive enterprise-scale process engineering, accelerate transformation outcomes, and strengthen the operational backbone across enablement services and selected client-facing support functions.
The role provides end-to-end leadership across the transformation lifecycle—from intake and prioritization to diagnostics, future-state design, implementation, and sustained adoption—ensuring process change is executed with consistency, speed, control, and measurable business value.
By operating at the intersection of business, operations, technology, risk, and data,
this leader will establish process engineering standards, embed governance and control discipline, and enable scalable, digitally integrated ways of working that support EY’s broader transformation, globalization, and productivity agenda.
Key Responsibilities
- Process Excellence CoE Leadership (End-to-End Ownership)
- Establish and operationalize the Process Design Factory as a strategic enterprise capability across GDS functions
- Govern the pipeline of transformation initiatives through robust intake, prioritization, sequencing, and leadership decision-making forums
- Ensure disciplined execution across all lifecycle stages, with explicit quality thresholds, governance mechanisms, and accountability for outcomes
- Innovation, Continuous Improvement & Digital Transformation
- Lead process reengineering and simplification initiatives leveraging Lean, Agile, and Design Thinking
- Embed automation-first and AI-led transformation principles (RP
📌 Associate Director (Delhi)
🏢 EY
📍 Delhi