Process Improvement Director | Banking and Collections 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.

Responsibilities:

• Displays clear expertise in Process Excellence initiatives in the US 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.
• 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.

Qualifications:

• A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.
• Black Belt certified from recognized institute / company
• A minimum of 10 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 US 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 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.

All your information will be kept confidential according to EEO guidelines.