Process Improvement Director - Banking & Financial Services Accounts

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

• 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

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.