At EY, youll 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 were 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 (090 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 (090 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 certifications, and client visits by ensuring process compliance and cultural alignment.

Required Qualifications & Skills

• 814+ years in process excellence, service delivery governance, or operations transformation.
• Strong understanding of Managed Services delivery models (Financial Services, Cyber, IT Infrastructure, Application Support, Service Desk, etc.).
• Proven experience in change management, cultural transformation, and stakeholder engagement.
• Familiarity with ISO, ITIL, CMMI, and service excellence frameworks.
• Excellent facilitation, coaching, and communication skills.

Tools & Certifications (Preferred)

• Tools: Visio, Lucidchart, Confluence, JIRA, Power BI.
• Certifications: Lean Six Sigma (Green Belt or above), ITIL Foundation, Change Management (Prosci or equivalent), ISO Lead Auditor.

Behavioural Competencies

• Change Leadership: Ability to influence and embed cultural shifts across diverse teams.
• Collaboration: Works effectively with delivery, L\&D, and governance teams.
• Empathy & Coaching: Supports frontline managers and agents through structured enablement programs.
• Strategic Thinking: Designs scalable frameworks for service excellence.
• Continuous Learning: Keeps updated on industry trends and best practices.

Success KPIs

• Adoption rate of MS Service Excellence Framework across delivery teams.
• Agent performance stabilization within 090 days.
• Training effectiveness (post-training performance uplift).
• Floor governance compliance and real-time SLA adherence.
• Employee engagement scores and R\&R participation.

EY | Building a better working world 

 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

 
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.