Process Excellence and Digital Transformation Director

2 weeks ago

San Fernando, Central Luzon, Philippines Sutherland Full time
Process Excellence and Digital Transformation Director - Banking and Financial Services Vertical

Sutherland is seeking an organized and reliable person to join us as a Process Excellence & Digital Transformation Leader (Banking Vertical). 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:

  • Displays clear expertise in Process Excellence initiatives (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.
  • 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.

Requirements:

  • 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 15 years of experience in leading and managing complex technology projects, preferably in the contact center or customer service domain (fine with 7 to 8 years total experience if from ISB or any other premium B-schools).
  • A minimum of 7 years of experience in driving process improvement on key process metrics in 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.
Seniority level

Director

Employment type

Full-time

Job function

Project Management, Consulting, and Strategy/Planning

Industries

IT Services and IT Consulting

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