1,310 Service Excellence jobs in India

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.
**- ___**:
**Job Summary**

Global Delivery Services (GDS) is a driving force behind EY’s globalization - currently incorporating Procurement, Talent, Finance and Accounting, IT, Risk management, Talent, Creative Agency, Learning Solutions and Program Execution Services - it aims to achieve effectiveness and efficiency in order to provide sustainable value and is at the core of EY’s most notable transformation projects.

**Accountabilities**
- Performs rapid assessment of current landscape for clients and is able to provide insights around hypothesis and solutions
- As a team member, assists in providing smooth delivery of internal project/program outcomes

**Competencies/ skills**
- Knowledge of Six sigma concepts of DMAIC, Project Management
- Excellent communication & interpersonal skills
- Assertive, strong orientation to statistical analysis, good team player

**Other** **skills
- Self-starter who can work independently and is a problem solver
- Usage of Microsoft Powerpoint, Excel and Word

**Education**

BE/MBA Completed/Pursuing if immediate

**Who we are**

EY is a global leader in assurance, tax, transaction and advisory services.

Worldwide, our 175,000 people are united by our shared values and an unwavering commitment to quality. We make a difference by helping our people, our clients and our wider communities achieve their potential.

At EY our inclusive work environment means that everyone’s opinion is valued. This enables us to provide better advice and ideas to our clients, which in turn helps you develop as an individual to achieve your potential and make a difference.

**___**:
**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.

Job Req ID: 46416
- Location: Kolkata, IN
- Function: Other
- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role**

Process Audit Executive

**Job Level/ Designation**

M2

**Function / Department**

Customer Service

**Location**

Kolkata

**Job Purpose**

To ensure all service processes and policies are implemented in line with defined corporate guidelines by conducting regular audits finding gaps and taking corrective steps

To drive customer insights/experience (TNPS) across channels for business process improvements / process corrections, including sharing of key VOC with corporate stakeholders.

**Key Result Areas/Accountabilities**

Improving Customer Experience through frontline channels - TNPS

1)Drive Customer Experience through process correction for Both the LOBs (Post Paid & Pre Paid).
2)Planning, engaging with Corporate QA & Partners for delivery of best in customer experience programs (ongoing continuous improvement, defect reduction, pain mitigation activities & process enhancement activities)
3) Work with CFT to understand customer journeys and pain points that need mitigation and take it forward.
4) Call Listening & Seeding Experience

Transactional Quality

Transactional Quality Improvement with the help of Effective Operations Management (SPO / CnC/OBCC/ Retail)

Customer Experience

1) SRD analysis, Process correction / VOC/ VOA at all touchpoints and then working on Process and People opportunities with respective Corp Quality SPOC and Training SPOC
2) Identifying areas of improvement (across 3PSCN), necessary broad basing and close looping
3)Customer Effort Index (CEI) & Repeat Customer Effort Index (RCEI) calculated on the critical journeys chosen every Quarter
4) Work in Collaboration with Corporate SE team to do Experience Mapping & Benchmarking for the identified Journey and share as many insights/recommendations to improve processes and keep it simple, swift, seamless and solid for the customer

Projects - Special time bound projects

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- Conduct End to End process audits on standard checklist & samples shared including impact quantification of each non-conformity for business / organization / LoB.
- Track repeat non-conformities and support in identifying root cause.
- Driving TNPS at circle to ensure mínimal detractors
- Share critical VOC on new Products / Processes / NPS survey
- Help circle NPS council with action planning and execution
- Liaison with corporate stakeholders for any clarification / support required at circle

Note: Different systems & different process steps across both brands needs to be considered

**Core Competencies, Knowledge, Experience**
- Core Competencies:

Analytical and critical thinking
- Data mining and analytics
- Knowledge
All CS Business processes (SOP)
- All business System (CRM, Billing system etc)
- CnC business processes (SOP)
- SQL / RDBMS will be preferred
- Experience
1+ years of total work experience.
- Technical / Professional Qualification
Bachelor’s degree
- Sound Knowledge of MS Office

**Must have technical / professional qualifications**
- Post Graduate or MBA with a min 5-7+ years in telecom having experience in customer service role
- Green Belt / Black Belt certified is preferable

**Who can Apply**

Corporate & Circle colleagues **having handled Circle TNPS/Quality role**will be preferred.

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
A

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.

**Job Summary**

Global Delivery Services (GDS) is a driving force behind EY’s globalization - currently incorporating Procurement, Talent, Finance and Accounting, IT, Risk management, Talent, Creative Agency, Learning Solutions and Program Execution Services - it aims to achieve effectiveness and efficiency in order to provide sustainable value and is at the core of EY’s most notable transformation projects.

**Accountabilities**
- Lead & mentor continuous improvement projects (GDS & global) as per Lean Six Sigma methodology
- Monitor & communicate the efficiency savings accrued from continuous improvement initiatives
- Conduct process improvement workshops with Service Delivery to identify & scope improvement initiatives
- Conduct trainings/awareness sessions on quality tools (Lean Six Sigma) as and when required
- Engage with Transitions team on identifying & scoping of process solutions
- Co-partner on driving Quality Culture building initiatives like Quality contests/Quality week etc.
- Co-partner on execution of global projects specific to SE function. Manage business stakeholders across different levels and build strong relationship
- Manage multiple projects and initiatives independenty
- As a team member, assists in providing smooth delivery of internal project/program outcomes/weekly/monthly updates in excel/ppt.
- Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
- Track project performance, specifically to analyze the successful completion of short and long-term goals
- Creates value to clients independently - Expertise in building visualization on Power BI dashboards for internal teams to provide them various cuts.
- Working experience on DAX functions in Power BI
- Automation using expertise in VBA Macros
- Automation using MS - Power Platforms
- Deploys consulting best practice, knowledge and techniques when undertaking work
- Performs rapid assessment of current landscape for clients and is able to provide data insights and reporting/MIS around hypothesis and solutions

**Required experience**:

- Experience (overall work experience in range of 6-12 years). Experiencedprofessional in executing process improvement initiatives and mentoring of projects
- Experienced professional with work experience in transformations/re-engineering.
- Well-versed in knowledge of Lean Six Sigma quality tools & transition methodology
- Technical skills requirements - Proficient in MS Word & MS Power platform
- Additional skills requirements
- Any project management certifications like PMP etc.
- Excellent stakeholder management skills
- Excellent communication & presentation skills
- Ability to work with mínimal supervision
- Evidence of influencing and change management skills
- Working experience in MIS, data crunching/data analysis, reporting and Microsoft Powerpoint.
- Working experience on Power BI and VBA projects.
- Excel: Good knowledge of Lookup, Logical, Text and Date/Time functions, Pivot table etc.
- Power BI -Good knowledge of various charts, filters, slicers, DAX functions, restrict access

**Competencies/ skills**
- Excellent written and verbal communication skills
- Strong in data analysis and visualization and getting concurrence from stakeholders on actions (for assigned processes)
- strong orientation to statistical analysis, good team player, willingness to work in strict timelines and drive to learn and acquire new skills.
- Work with the service delivery teams to drive process operational excellence goals on Quality, delivery and productivity
- Six Sigma GB/BB
- Experience in data mining and exploratory data analysis

**Other** **skills (Good to have)**
- Exposure on Robotics Process Automation and any other transformation tools will be an added advantage.
- Understanding of Alteryx and Python/Machine learning
- Experience in GUI creation for automation using ML and NLP techniques resulting annual hours savings across teams.
- Self-starter who can work independently, proactive, displays initiative and is a problem solver
- Skills on Sharepoint/Microsoft Flows
- Good Facilitator scheduling sessions and meetings
- Exposure in driving Quality Culture with in the organization

**Education**

B.Tech/Bcom/Mcom/ MBA/ICWA

**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.

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**Country**:
India
**Location**:
Building No 12D, Floor 5, Raheja Mindspace, Cyberabad, Madhapur, Hyderabad - 500081, Telangana, India
- Job Description

**Role**: Service Excellence - Continuous Improvement

**Location**: Hyderabad

**Full/ Part-time**: Full-Time

**Build a career with confidence**

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

**About the role**

Experienced quality professional, overseeing Carrier Excellence/Continuous Improvement projects. Responsible for moderate to significant improvements of processes, systems and/or products to enhance quality performance.

**Key Responsibilities**:
GROW CAPABILITY: As a trainer to enable Capability development for Leaders and Practitioners and develop training content and deliver the trainings. Help set Continuous Improvement / Lean goals for Globally/ hubs and assist in leading the effort to achieve them.

DELIVER & GROW Cx LEADERSHIP & CULTURE: Design, Develop and Coach Cx Leadership Behaviors and in doing so support and develop a sustainable continuous improvement culture. Coaching leaders in Cx ways of working, developing in house capability and network of CI internally. Define the benefits tracking framework and mechanics and rollout for productivity improvements tracking.

TOOLS EXPERT: Be able to lead Kaizens, VSM, rollout visual management, huddles, Cx room, RRCA, and others and deliver micro learning sessions for teams globally. The goal would be to develop some real strong examples of success (showcases) which can be shared with the rest of the organization and create a stepping-stone to expand the CI activities to the next level.

RPA and Intelligent Automation experience as Business Analyst.

Ethics and compliance:

- Ensure adherence to all Company Policies and Procedures
- Be fully conversant and compliant with al. l Environmental Health and Safety procedures
- Complete quarterly ethics module as advised by Ethics & Compliance Officer
- Fully comply with all Quality, Environmental Health and Safety directives including but not limited to PPE, Accident Reporting, Cardinal Rules, Risk Assessment Method Statement and Achieving Competitive Excellence

Success measures:

- Deliver a culture founded in CI principles, focused on Root Cause analysis, data driven decision making engaging every employee in delivering the desired customer experience
- Fully aligned with the Carrier Way of working

**Requirements**:
Black Belt with Improvement coaching expertise in Service Industry with at least 10 to 12 years of relevant experience in Service Industry
- Project Management, Continuous Improvement Expert

most likely to be both “people” and “project” led change agents.
- Effective Communication skills (presentation, effective conversations, written)
- Good interpersonal skills.
- Strong Facilitation & coaching skills (teamwork and team building)
- Accreditation as a Kaizen Facilitator would be a significant plus
- Change management experience

Additional Preferred skills:

- Bachelor’s degree in MIS, business intelligence or analytics, computer science, accounting/finance, related discipline with at least 5-7 yrs experience in Continuous Improvement
- Experience in defining metrics, sourcing/managing data, designing data visualizations
- Able to influence change and challenge with global/center leaders and project management
- Strong initiative, drive, motivation, curiosity
- Able to navigate ambiguity, trust but verify

Growth mindset and passion for continuous learning

**Benefits**

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.
- Drive forward your career through professional development opportunities.
- Achieve your personal goals with our Employee Assistance Programme

**Our commitment to you**

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is _The Carrier Way_.

Join us and make a difference.

cbsfinance

**Carrier is An Equal **Opportunity/Affirmative** Action Employer. All qualified applicants will receive consideration for employment withou

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.

**Service Excellence**

**Role title**

Supervising Associate - Service Excellence

**Job Summary**

Global Delivery Services (GDS) is a driving force behind EY’s globalization - currently incorporating Procurement, Talent, Finance and Accounting, IT, Risk management, Talent, Creative Agency, Learning Solutions and Program Execution Services - it aims to achieve effectiveness and efficiency in order to provide sustainable value and is at the core of EY’s most notable transformation projects.

**Position Details**:
Job Title : Supervising Associate

Department : Service Excellence

Reporting to : Assistant Director

**Accountabilities**
- Lead and manage Continuous improvement program
- Lead and mentor continuous improvement projects as per Lean Six Sigma methodology
- Conduct process improvement workshops with Service Delivery to identify and scope improvement initiatives
- Analyze CSAT surveys and partner with Service Delivery on CSAT plan
- Conduct trainings/ awareness sessions on Quality tools and LSS as and when required
- Partner with Automation team to execute large scale and small scale implementations
- Partner with Service Delivery team in strategic initiatives and in implementing organization wide strategic initiatives

**Responsibilities, Qualifications, Certifications - External**
- Experienced professional in executing process improvement initiatives (work experience more than 5 years)
- Green Belt/ Black Belt - Certified/ trained
- Excellent communication and stakeholder management skills
- Exposure to data analytics and business intelligence
- Evidence of influencing and change management skills

**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.

Responsible for managing Quality for distribution channels, for driving Quality, Service Excellence & Innovation based projects and initiatives for home office and field teams. Key deliverable areas will be Project Delivery using Lean Six-Sigma, Design Thinking, Project Management, Process Excellence, Business Process Management, Training and building QDNA.

KEY RESPONSIBILITIES

Project Management and Delivery - Six Sigma

• Execute high impact strategic, transformational projects using suitable six-sigma methodology for Distribution Functions.
• Mentor Lean Six Sigma/Design BB/GB projects for improving process efficiency, revenue, cost save/avoidance.
• Facilitating change & stakeholder management as part of transformational programs and improvement projects
• Project management through robust governance, review structure and dash boarding to Sr. leadership, Sponsor, Champion and CFTs.
• Work with project teams for representing the function/organization in various external/internal Quality Competitions.
• Conduct internal/external benchmarking and in-sighting for best practice identification and replication

Process Excellence (Business Process Management System, BPM)

• Process identification, documentation and managing version controls
• Regular process gap analysis with business teams with solution identification and monitoring to ensure deployment
• Work with business training teams to design process level training and certification program and drive adoption in partnership with business
• Designing process flow diagrams on ARIS

Quality Culture and Capability Building

• Building and measuring Quality DNA through optimum trainings and other initiatives (Trainings include Yellow Belt, GB, BB, Basic Tools etc.)
• Reporting of Quality initiatives to Sr. management
• Support in last mile deployment of all Quality initiatives at functional level

MEASURES OF SUCCESS

• Six Sigma project closures
• Business Impact achieved
• BPM task completion
• Driving QDNA at functional level
• Monthly governance and dash boarding

KEY RELATIONSHIPS (Internal /External)

Internal:  Business heads, Quality head, Cross functional teams, Quality team, Sellers

External:  As applicable (End Customers, business partners)

KEY COMPETENCIES/SKILLS

• Lean Six Sigma
• Design Thinking
• Innovation Tools
• Stakeholder Management
• Project management
• Change Management
• Analytical Thinking
• Statistical Skills
• Mini Tab
• Strong Communication/Presentation Skills
• Facilitation and interpersonal skills

DESIRED QUALIFICATION AND EXPERIENCE

• Certified Black Belt experience is a must with knowledge of minitab tool.
• Experience in design thinking, innovation other than DMAIC will be preferred.
• Graduate with 8+ years experience in driving lean sig-sigma improvement and transformational projects in BSFI, preferable with experience in the Insurance sector and in distribution functions.

Process improvement experience via Kaizens and other LEAN tools.

Skills Required
Project Management, Change Management, Design Thinking, Analytical Thinking, Lean Six Sigma

Opportunity to work with a global Leader

Opportunity to be a part of dynamic, growth-oriented environment

About Our Client

This organization is a global leader in the chemicals and materials industry, specializing in the production of polymers, advanced plastics, and petrochemicals that are used in everyday applications across packaging, automotive, construction, and more. With a strong commitment to sustainability and innovation, it plays a pivotal role in advancing circular economy initiatives, including plastic recycling and bio-based solutions. Operating in many countries, it is known for its cutting-edge research, large-scale manufacturing capabilities, and focus on safety, operational excellence, and environmental responsibility.

Job Description

Operational Excellence: Oversee end-to-end ERP service delivery, including incident management, SLA adherence, ticket resolution, and escalation handling , ensuring seamless operations.

Data-Driven Decision Making: Leverage analytics from ServiceNow (preferred), Remedy, or similar tools to monitor KPIs, identify trends, and drive process improvements for better service efficiency.

Automation & AI Integration: Identify opportunities to implement GenAI, automation, and AI-driven solutions to enhance ERP service performance, reduce costs, and streamline workflows.

Stakeholder Management: Collaborate effectively with functional heads, analysts, and cross-functional IT teams (including non-SAP teams) to align ERP services with business objectives.

Strategic Process Improvement: Contribute to organization-wide transformation initiatives , driving continuous improvement, governance, and best practices in ERP service management.

High-Impact Individual Contributor Role: While not a people management position, this role offers high visibility and requires proactive problem-solving, leadership, and strategic thinking to enhance ERP service excellence.

The Successful Applicant

️ ERP Service Expertise: Strong experience in ERP operations and service delivery (SAP preferred but not mandatory), with a deep understanding of incident management, SLAs, escalation handling, and governance .

️ Analytical Mindset: Skilled in leveraging data analytics tools like ServiceNow (preferred), Remedy, or similar to track KPIs, drive process improvements, and make data-driven decisions.

️ Tech-Savvy & Innovative: Knowledge of GenAI, automation, and AI-driven solutions to enhance operational efficiency, reduce costs, and optimize service delivery.

️ Strategic & Problem-Solving Skills: Ability to think beyond execution, contribute to organization-wide transformation initiatives , and drive continuous improvement .

️ Strong Stakeholder Management: Proven ability to work cross-functionally with functional heads, analysts, and IT teams (including non-SAP teams), ensuring alignment between ERP services and business needs.

️ High-Impact Individual Contributor: Comfortable working in a high-visibility, strategic role without direct reports, demonstrating leadership, ownership, and proactive problem-solving .