Process Improvement Director - Banking & Financial Services Accounts

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Sutherland is seeking an organized and reliable person to join us as a  Service Excellence Director for Banking 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!

Responsibilities: 

• Runs Operational Excellence functions for Banking vertical
• Applies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.
• Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.
• Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.
• 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.
• Identifies and establishes metrics and Key Performance Indicators to evaluate process efficiencies.
• Interfaces with IT to work on current and future technology requirements.
• 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

• Bachelor’s Degree
• Certified Six Sigma Black Belt
• At least 3 years’ experience in managing operations for Banking
• At least 10 years of work experience in a Service Excellence leadership role

Additional Information

Why Join Us?

• Opportunity to work on end-to-end operations problem solving rather than transactional reporting.
• Drive automation and process transformation in one of the most dynamic domains
• Be a strategic partner to business leaders, influencing efficiency, quality, and delivery with your solutioning expertise.