Service Excellence Senior Associate

The opportunity

The role requires candidate to independently lead and execute on following service excellence pillars:

• Continuous improvement
• Quality management system
• Voice of Customers (VOC)
  
  

The candidate must be a self-starter and should be able to demonstrate thought leadership, should be able to independently drive change, manage multiple stakeholders and must possess strong communication & technical skills.

Core Responsibilities:

Continuous improvement

• Independently manage and develop strong pipeline of improvement ideas by running workshops.
• Have strong experience in executing and mentoring improvement projects
• Guide operations and quality team on Quality tools, Techniques & PI/ CI
• Be a change agent and should be able to drive quality culture in operations
  
  

Quality management system

• Take lead in setting up SLA, KPI’s, work with Operations and Customers to define measurements
• Help operations team to prepare for process audits by implementing QMS
• Monitor performance of the process by gathering relevant data and producing statistical reports.
• Conduct calibration with operations team and business partners
• Identify opportunities to share/adopt process standardization and best practices across GSS centers.
• Experienced in managing internal and external stakeholders.
• Experienced in VMA/Macro, RPA, SharePoint/Workflow, PowerBI
  
  

To qualify for the role:

• Candidate must possess at least a Bachelors/College Degree , any field.
• Required skill(s): Service Excellence, Quality Management, Six Sigma, Project Management.
• At least 7 years of working experience in the related field is required for this position.
• Candidates must be willing to work in Taguig City
  
  

What We Look For

We look for high performers, who consistently deliver quality work while continually looking for ways to

improve. We want you to have a clear sense of personal and professional accountability, and know how

to build relationships by doing the right thing. We look for people who demonstrate drive, vision and

determination and are passionate about helping our clients achieve their goals.

We want people who understand the challenges of working in a professional services environment, and

are focused on achieving and delivering the best for our clients.

What Working At EY Offers

We offer a competitive compensation & benefits package and different rewards program like travel

opportunities, awards & recognitions, loyalty awards.

EY is committed to doing its part in building a better working world, thus, the organization promotes

continuous learning and development opportunities by providing in-house technical and supplemental

training related to each role, as well as promoting developmental programs, such as mentoring activities,

projects, and the like, which will aide in our employees’ succession planning and career advancement.

Talk to anyone at EY and they’ll tell you what a rewarding place it is to work. As you collaborate with

colleagues in our high-performing teams, you gain exposure to some of the most complex and stimulating

situations in the business world.

For us, it’s vital you share our goals — so we can work together to achieve success.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products,

expertise and systems we’ve developed to build a better working world. That starts with a culture that

believes in giving you the training, opportunities and creative freedom to make things better. Whenever

you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to

hiring and developing the most passionate people, we’ll make our ambition to be the best employer by

2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as

possible.

Join us in building a better working world.

Apply now.

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