Supervising Associate - Service Excellence

EY; Ernakulam; On-site; INR 900,000 - 1,500,000; Full time

Job summary

EY is seeking a Supervising Associate - Service Excellence in India to support Talent Services with process analysis, mapping and governance. You will develop L4/L5 artefacts, user journeys, and playbooks, ensuring audit-ready documentation and aligned with EY methodologies.

You will collaborate with Config, Product, BA, Data, and Change stakeholders to drive transformation, adoption, and continuous improvement across Talent processes in a global delivery context.

Qualifications

• 3-5 years of experience in business analysis, HR operations, Talent processes, or process documentation roles.
• Hands on experience supporting process transformation, technology enablement, or large scale deployments.
• Prior exposure to global delivery / shared services / consulting environments preferred.

Responsibilities

• Document current state (L4) and future state (L5) Talent processes using standard programme templates and EY methodologies.
• Develop and maintain L5 blueprints, user journeys (UJs), swimlane diagrams, and process variants, ensuring traceability to design decisions and business outcomes.
• Perform structured analysis of process variants, edge cases, handoffs, and dependencies across Talent sub processes.
• Update UJs, L4s, and L5s in line with configuration, design, data, and integration decisions.
• Support creation of methods documents and process playbooks where required.
• Participate in design workshops, playback sessions, focus groups, and usability testing; translate notes into validated artefacts.
• Maintain the Process & Enablement (P&E) repository, documentation tracker, and version control logs to ensure audit ready governance.
• Ensure timely completion of assigned deliverables with disciplined execution, accuracy, and attention to detail.
• Act as a Business Analyst for Talent technology initiatives where process design is tightly coupled with system implementation.

Skills

Process thinking

Attention to detail

Written & visual communication

Stakeholder collaboration

Tools

Visio

Excel

PowerPoint

Job description

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.

Role title

Job Description

Supervising Associate - Service Excellence

Job Summary

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.

Support the analysis, mapping, and re imagining of Talent processes as part of EY GDS Service Excellence and Enablement transformation initiatives, with strong ownership of process artefacts, governance, and documentation quality across the deployment lifecycle.

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Key Role and Responsibilities

Process Analysis, Mapping & Documentation Excellence

• Document current state (L4) and future state (L5) Talent processes using standard programme templates and EY methodologies.
• Develop and maintain L5 blueprints, user journeys (UJs), swimlane diagrams, and process variants, ensuring traceability to design decisions and business outcomes.
• Perform structured analysis of process variants, edge cases, handoffs, and dependencies across Talent sub processes.
• Update UJs, L4s, and L5s in line with configuration, design, data, and integration decisions.
• Support creation of methods documents and process playbooks where required.

Delivery Support, Governance & Execution Discipline

• Participate in design workshops, playback sessions, focus groups, and usability testing; take structured, decision oriented notes and translate them into validated artefacts.
• Maintain the Process & Enablement (P&E) repository, documentation tracker, and version control logs to ensure audit ready governance.
• Ensure timely completion of assigned deliverables with disciplined execution, accuracy, and attention to detail.
• Act as a Business Analyst for Talent technology initiatives where process design is tightly coupled with system implementation.

Change, Adoption & Capability Enablement

• Provide structured inputs into Change Impact Assessments (CIA) by identifying role level, activity level, and behavioural changes.
• Support development of training materials, job aids, and playback decks aligned to future state processes.
• Consolidate and synthesize insights from focus groups and usability tests to improve design and adoption readiness.
• Support broader continuous improvement and transformation initiatives within Talent and Enablement Services.

Service Excellence & Continuous Improvement Alignment

• Contribute to process maturity assessments, KPI definition, and benefits tracking for Talent processes.
• Support RCA workshops, issue analysis, and closure tracking where process gaps are identified.
• Share best practices, standardization opportunities, and re useable assets across Service Excellence programmes.
• Align process deliverables to EY's Service Excellence, Quality, Agile, and Business Excellence frameworks.

Skills & Experience Required

Experience

• 3-5 years of experience in business analysis, HR operations, Talent processes, or process documentation roles.
• Hands on experience supporting process transformation, technology enablement, or large scale deployments.
• Prior exposure to global delivery / shared services / consulting environments preferred.

Core Skills

• Strong attention to detail, logical structuring, and process thinking.
• Proficiency with Visio, Excel, PowerPoint, and structured documentation templates.
• Ability to collaborate with Config, Product, BA, Data, and Change & Integration stakeholders to refine artefacts.
• Strong written and visual communication skills suitable for senior stakeholder playback.
• Foundational understanding of process re engineering, metrics, and quality concepts (Lean / Six Sigma exposure is an advantage).
• Comfort working in fast paced transformation programmes with evolving requirements.

We invite you to take on this crucial role to facilitate transformative change and enhance excellence within our Talent service delivery operations. Your leadership and expertise will be essential in achieving our objectives and upholding EY's standard of excellence.

Skills and attributes for success

• Strong technical foundation
• Process Reengineering and Technology mindset
• Disciplined Execution of the tasks.
• Global Mindset
• Influencing and Negotiation skills
• Change Management, Adaptability and Agility
• Innovative mindset and ability to relevant models suiting the context

What we look for

A person who has the energy and enthusiasm to initiate change with appropriate intentions. Demonstrates a commitment to positively impacting the overall situation. Focus on finding solutions and is willing to ask questions to develop creative resolutions. Genuine, approachable, and capable of uniting a team to work collaboratively towards a shared vision.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations - Argentina, China, India, the Philippines, Poland and the UK - and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You ll be embraced for who you are and empowered to use your voice to help others find theirs.

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.