Assistant Director - Process Consultant-BMC-Service Excellence

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.

Assistant Director – Process Consultant(BMC)_Service Excellence – Rank 63-1/2/3     Job Summary   Support the Service Excellence Leader in shaping, driving, and governing the Service Excellence agenda across GDS by enabling strategy execution, driving insights, and ensuring structured governance, reporting, and compliance.   Acts as a central orchestration layer between strategy, execution teams, and leadership—ensuring initiatives translate into measurable outcomes.   Our internal Brand and Marketing team operates as a cohesive unit, bringing together specialized sub-teams with distinct skills to execute marketing strategies effectively. Leveraging our unique strengths and exceptional market insights, we champion EY's vision, reinforcing its brand identity and driving its consistent growth. These sub-teams come together to deliver a powerful and unified approach to marketing for EY.   The process consultant would assist the team in continuous improvement.     Key Role and Responsibilities   As a consultant, the Assistant Director will provide strategic insights and solutions to drive service excellence. They will support team members and business teams , fostering a culture of continuous improvement and professional growth. By leveraging their expertise, the Assistant Director will guide the implementation of best practices and innovative methodologies within the organization.   Strategy & Thought Leadership Enablement

Support the Service Excellence Leader in defining and articulating the Service Excellence strategy and roadmap Conduct research, benchmarking, and internal analysis to inform strategic decisions Develop executive-level presentations, viewpoints, and communication artefacts Translate leadership vision into structured initiatives, frameworks, and action plans Support in shaping new service excellence initiatives (AI, automation, quality, governance)

Initiative Governance & Transformation Tracking

Establish and manage a central initiatives tracker across Service Excellence programs Monitor execution of transformation initiatives (CI, digital, process excellence) Track benefits realization, KPIs, and ROI across initiatives Flag risks, delays, and dependencies with structured escalation mechanisms Drive governance cadence (reviews, dashboards, leadership updates)

Insights, Reporting & Analytics

Design and manage Service Excellence dashboards (KPIs, maturity, adoption, impact) Convert raw data into actionable insights for leadership decision-making Support periodic leadership reviews, business updates, and executive reporting Integrate data across functions to provide a single view of performance and effectiveness

Governance, Compliance & Standards

Support implementation of Service Excellence governance frameworks Ensure adherence to process standards, quality frameworks, and maturity models Assist in process audits, compliance reviews, and documentation governance Maintain repository of methods, frameworks, and best practices

Stakeholder Orchestration & Communication

Act as connective interface across Service Excellence teams, business functions, and leadership Ensure alignment between strategy, execution teams, and global stakeholders Support leadership in stakeholder engagement and influencing discussions Drive structured communication plans for initiatives and programs

Continuous Improvement & Capability Support

Support rollout of CI, agile, quality, and AI-led capability programs Assist in organizing workshops, training initiatives, and awareness programs