Director - Process Improvement

Company Description

Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional customer experiences for the digital age.
Sutherland started 33 years ago with the objective of “Helping out clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results”. That strategic mission has remained unchanged. Today, we are a digital transformation company and our product is exceptional experiences. Experience to our clients, their customers, their employees and our employees. We combine the front-end customer focused services with optimized back-end processes in an integrated manner along the entire journey map of the customer. This holistic view of our clients’ customers powered with our deep domain knowledge, design thinking, and advanced analytics driven business insights allows us to work exceptionally well with our clients through their digital transformation journey.
For more information, visit www.sutherlandglobal.com

Job Description

Job Description

Sutherland is seeking an organized and reliable person to join us as a Service Excellence - Director Digital Transformation (Banking Vertical). We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Director Process Excellence & Digital Transformation - Responsibilities: 

• Displays clear expertise in Process Excellence initiatives (Banking domain) to improve Key business Metrics for the business.
• Displays clear expertise in Transformational initiatives (Banking domain) to change the business.
• Applies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.
• Interfaces with IT to work on current and future technology requirements.
• Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.
• Lead opportunity discovery activities, prepare solutions with the help of architects and project manage them till benefit realization activity.
• Co-ordinate with client frequently and provide status updates of projects to internal & external stakeholders
• Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.
• Defines, optimizes, and maintains end to end processes to ensure efficiencies.
• Leads cross functional teams in defining current processes/systems; identifies target condition; establishes plans to close the gaps; and coaches teams to successfully implement changes.
• Oversees the deployment of new processes and functions in Banking vertical 
• Identifies and establishes metrics and Key Performance Indicators to evaluate process efficiencies.
• Conducts Root cause analysis and problem solving to ensure optimal operational efficiencies.
• Drives Change Management to promote a culture and mindset of operational excellence and continuous improvement across functions and embedding it into daily work.
• Coaches/mentors stakeholders and team members at all levels to support them through the adoption of lean principles and practices.
• Collaborates with leadership to ensure alignment of initiatives and the successful delivery of the strategy.
• Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, and hires, promotes and terminates staff and recommends salary actions, as appropriate.
• Participates in special projects and performs other duties as assigned.
• Ability to inspire others to action and to influence without authority is absolutely necessary.
• The ability to function in a fluid environment, with fast change, and fast prototyping and design

Qualifications

Requirements:

• A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.
• Black Belt certified from recognised institute / company
• A minimum of 5 years of experience in leading and managing complex technology projects, preferably in the contact center or customer service domain.
• A minimum of 7 years of experience in driving process improvement on key process metrics in Banking vertical
• A minimum of 2 years of experience in defining and implementing technology strategy and vision for digital transformation, preferably in Banking or financial services industry.
• A proven track record of delivering successful process excellence & digital transformation initiatives that resulted in significant operational improvement, customer satisfaction, and business value.
• A deep understanding and hands-on experience with contact center technologies, such as IVR, CTI, CRM, chatbots, voice analytics, and omnichannel platforms.
• A strong knowledge and experience with RPA and intelligent automation solutions, such as UiPath, Automation Anywhere, Blue Prism and Microsoft Power Automate.
• A familiarity and curiosity with emerging technologies such as generative AI, such as GPT-3, Llama, experience in implementing these in production would be an added advantage.
• Strong knowledge and experience with enterprise architecture, cloud computing – AWS/Azure/Google Cloud Platform, data analytics – Snowflake/Tableau, and agile methodologies (Scrum).
• Strong analytical skills, being able to perform ROI / CBA analysis.
• Excellent communication, presentation/demoing capabilities, and interpersonal skills, with the ability to influence and collaborate with senior leaders, business stakeholders, and technology teams.
• Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower a diverse and distributed team.

• A passion for innovation, learning, and excellence, with a customer-centric and results-oriented mindset.
• Proficiency in Minitab, MS Excel, PowerPoint, and other business analytics and presentation tools.