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.