Service Excellence Senior Associate 1

EY; Philippines; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

EY in Taguig City, Philippines is seeking an experienced professional to lead continuous improvement and quality management efforts. The role requires 7+ years in a related field and hands-on ability to drive change across operations and quality teams.

The candidate will set up performance metrics, mentor teams on quality tools, and manage internal/external stakeholders to embed a culture of excellence. EY offers growth and development opportunities within a professional services environment.

Qualifications

• Bachelor's/College Degree in any field.
• Skills: Service Excellence,Quality Management, Six Sigma, Project Management.
• 7+ years in related field required.
• Willing to work in Taguig City.

Responsibilities

• Independently manage and develop a strong pipeline of improvement ideas by running workshops.
• Lead and mentor improvement projects and drive change.
• Guide operations and quality teams on Quality tools, Techniques & PI/CI.
• Be a change agent and drive a quality culture in operations.
• Set up SLA, KPIs with Operations and Customers to define measurements.
• Prepare for process audits by implementing a QMS.
• Monitor process performance via data and statistics reports.
• Stakeholder management and collaboration across teams.

Skills

Service Excellence

Quality Management

Six Sigma

Project Management

Education

Bachelor's/College Degree

Tools

VMA/Macro

RPA

SharePoint/Workflow

PowerBI

Job description

Job Description

The opportunity

• 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, KPIs, 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 Bachelor's/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 aid in our employees' succession planning and career advancement.

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.