Operations Excellence Director
2 weeks ago
Sutherland is a leading provider of innovative business process outsourcing solutions, empowering organizations to drive growth and excellence. As a dynamic and goal-oriented Senior Manager for Service Excellence, you will be at the forefront of driving Lean Six Sigma initiatives that transform our business operations.
The ideal candidate will have a strong background in process excellence, with experience in leading and executing Lean Six Sigma projects. Your expertise will be instrumental in identifying and solving complex business challenges, developing actionable recommendations, and driving business impact through cost savings, customer experience improvements, and demand management.
Key Responsibilities- Lead and execute Lean Six Sigma initiatives to drive business transformation
- Collaborate with senior leaders to identify and scope Lean-related business challenges
- Conduct fact-based analyses and problem-solving to develop actionable recommendations
- Drive project results that meet or exceed agreed-upon metrics or goals
- Structure identified business challenges logically and act as a key driver for change
- Develop presentations for senior management to facilitate discussions on project progress and results
- Bachelor's degree
- Six Sigma Green Belt certification from a reputable institution
- PMP/Prince 2 certification would be an advantage
- Minimum of 10 years' experience with at least 5 years in process excellence function
- Completed at least 8-10 GB projects with dollar savings
- Improved metrics like CSAT, NPS, AHT, etc. for voice & chat programs
- Experience in change management, stakeholder management, and influencing people without authority
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