Assistant Director-Process Consultant-Talent-Service Excellence

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Role title

Job Description

Assistant Director – Process Consultant(Talent)_Service Excellence

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.

Talent Services act as operational business partners to regional talent teams and global functions, offering dedicated support to candidates and employees. Team provides expert advise and facilitate scalable, high-quality services at an economical cost model. We are a crucial part of the EY global talent operating model, supporting its ‘All In’ strategy.

The process consultant would assist the teams 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 • Enable identification of improvement opportunities and value creation initiatives