Sr. Manager / Manager - Process Improvement

Company Description

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 a dynamic and goal-oriented person to join us as Senior Manager for Service Excellence. We are a group of driven and hard-working 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!

The Lean Six Sigma Process Improvement Manager is responsible for leading and executing Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise to identify and scope Lean-related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.

Sr. Manager / Manager for Process Improvement in this role get to: 

• Ensure the timely delivery of project results that meet or exceed agreed-upon metrics or goals.
• Structures identified business challenges logically.
• Mentor Project Managers on Lean Six Sigma and general project management skills
• Act as a key driver for change within the business units aligned to supporting project execution and toll-gating and helping them to learn, understand, adjust and grow with the business Lean Six Sigma transformation.
• Conduct in-depth analyses (when required), including data collection, data analyses, and synthesis of data to generate key insights for projects or Lean deployment strategies.
• Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them.
• Generate insights based on tools including (but not limited to) customer interviews, desk research, discussions with Lean experts, focus groups, and surveys.
• Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by the voice of the customer.
• Quantify impact of projects on financials, productivity, customer experience.
• Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Provides hands-on leadership to Project Managers and Associates
• Builds a strong team and develops them to their full potential.
• Recognize when there are obstacles preventing others from achieving their goals and readily intervene and find resourceful ways to remove them.
• Develop and maintain relationships with senior leadership.

Qualifications

• Bachelor’s degree
• Six Sigma Green Belt certified from a reputed institution like ASQ, etc.
• PMP / Prince 2 trained and/or certified would be an advantage.
• Min of 10 years’ experience with at least 5 years in process excellence function with experience of voice & chat programs (not Backoffice) 
• Completed at least 8 to 10 GB projects with dollar savings
• Has improved metrics like CSAT, NPS, AHT, etc. for voice & chat programs (not Backoffice)
• Experience in change management, stakeholder management, and influencing people without authority.
• Experience in managing Lean Six Sigma projects and driving results.
• Strong oral and written communication, interpersonal, presentation and organization skills;
• Ability to communication with all levels of staff, management, and senior leadership
• Proven ability to work in ambiguity.
• Highly motivated to take ownership and drive initiatives with minimal direction.
• Demonstrated ability to lead and motivate teams of 3 or more high performing individuals.
• Capacity to think strategically and innovatively.

Additional Information

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