Service Excellence Assistant Director

Service Excellence Assistant Director

Service Excellence Assistant Director

Service Excellence Assistant Director

Ernst Young 3.8(1605 reviews)

 3 - 5 yrs

Bengaluru

Job Description

 

 


  • Job purpose 

    The incumbent will be responsible to support SE Vitality initiatives working with the SE leadership team , SE operations and other relevant stakeholders to establish and enhance SE brand. The need is to have a person with background in strategic quality initiatives driving Lean transformation , process standardization and improvement with good stakeholder & change management skills.

    Responsibilities: 

    Define SE training and certification criteria

    Develop and manage training content , TTT process

    Define SE policies and processes (e.g. project approach & rigor , customer feedback etc.) 

    Review compliance towards the SE processes

    Defining , mapping and developing of SE competencies , career roadmap

    Create framework and processes around Knowledge sharing & management

    Identify the scope of industry interaction related to SE service offerings and facilitate participation in relevant seminars , conferences and symposiums

    Create business case and Manage membership to related industry bodies , institutes

    Conceptualize and manage Quality events , internal project showcasing and recognition to best projects

    Update , create and manage contents related to intranet , communication , Brochure , social media , blogs etc.

    Competencies and skill set: 

    Lean Six Sigma Black Belt with strong understanding of Lean concepts , process standardization and improvement

    Experience in training content development and understanding of Instructional Design concepts

    Thorough understanding of Quality concepts around QC , QA and BPI

    Good command on MS Office tools (Power point , Word , Visio , Excel) 

    Excellent communication and interpersonal skills required 

    Should have good planning and time management skills

    Good stakeholder management and change management skills

    Ability to work with multiple stakeholders at different levels

    Above average skills in coordinating and collaboration skills

    High energy and self - starter

    Experience and Qualification: 

    Any graduate post graduate qualification from University of good repute , preferably BE / MBA / CA / MCA

    10 years of overall experience with at least 3 years of relevant experience

    Project management experience 

    Position Description Summary 

    Position Details: 

    Job Title : SE Vitality Manager

    Department : Service Excellence

    Reporting to : SE Vitality Leader

    Location : Bangalore

    Rank : 63

    Job purpose 

    The incumbent will be responsible to support SE Vitality initiatives working with the SE leadership team , SE operations and other relevant stakeholders to establish and enhance SE brand. The need is to have a person with background in strategic quality initiatives driving Lean transformation , process standardization and improvement with good stakeholder & change management skills.

    Responsibilities: 

    Define SE training and certification criteria

    Develop and manage training content , TTT process

    Define SE policies and processes (e.g. project approach & rigor , customer feedback etc.) 

    Review compliance towards the SE processes

    Defining , mapping and developing of SE competencies , career roadmap

    Create framework and processes around Knowledge sharing & management

    Identify the scope of industry interaction related to SE service offerings and facilitate participation in relevant seminars , conferences and symposiums

    Create business case and Manage membership to related industry bodies , institutes

    Conceptualize and manage Quality events , internal project showcasing and recognition to best projects

    Update , create and manage contents related to intranet , communication , Brochure , social media , blogs etc.

    Competencies and skill set: 

    Lean Six Sigma Black Belt with strong understanding of Lean concepts , process standardization and improvement

    Experience in training content development and understanding of Instructional Design concepts

    Thorough understanding of Quality concepts around QC , QA and BPI

    Good command on MS Office tools (Power point , Word , Visio , Excel) 

    Excellent communication and interpersonal skills required 

    Should have good planning and time management skills

    Good stakeholder management and change management skills

    Ability to work with multiple stakeholders at different levels

    Above average skills in coordinating and collaboration skills

    High energy and self - starter

    Experience and Qualification: 

    Any graduate post graduate qualification from University of good repute , preferably BE / MBA / CA / MCA

    10 years of overall experience with at least 3 years of relevant experience

    Project management experience

Salary: Not Disclosed by Recruiter

Industry:Banking, Financial Services, Broking

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Voice

Role:Assistant Manager/Manager -(NonTechnical)

Employment Type:Permanent Job, Full Time

URL For Applying :https://www.naukri.com/job-listings-Service-Excellence-Assistant-Director-Ernst-Young-Bengaluru-3-to-5-years-050719001672?src=rcntSrchWithCount&sid=15623853462298&xp=11&px=1