Process Excellence SME Lead

About the role

EY’s Service Excellence team seeks a Process Excellence SME Lead to act as a change catalyst and process architect for Managed Services delivery. The role involves defining best practices, governance models, and cultural adoption programs to drive service excellence across operations in Bengaluru. This is an on-site position requiring deep expertise in process optimization and stakeholder engagement.

What you’ll do

• Design and maintain process frameworks, SOPs, templates, and governance playbooks for Managed Services delivery
• Drive change management and cultural adoption of service excellence practices across delivery teams
• Implement and monitor Agent Management Framework for onboarding and performance stabilization
• Partner with L&D teams to define upskilling programs, training roadmaps, and certification plans
• Establish floor management and real-time governance practices for operational efficiency
• Create feedback loops between Training, Quality, and Operations to ensure continuous improvement
• Define and execute Reward & Recognition programs aligned to performance and service excellence goals
• Champion the MS Service Excellence Framework and ensure its adoption across all delivery units

What you’ll bring

• 8–14+ years in process excellence, service delivery governance, or operations transformation
• Strong understanding of Managed Services delivery models (Financial Services, Cyber, IT Infrastructure)
• Proven experience in change management, cultural transformation, and stakeholder engagement
• Familiarity with ISO, ITIL, CMMI, and service excellence frameworks

Nice to have

• Tools: Visio, Lucidchart, Confluence, JIRA, Power BI
• Certifications: Lean Six Sigma (Green Belt or above), ITIL Foundation, Change Management (Prosci or equivalent)

Skills