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Process Improvement and Innovation Director
2 weeks ago
Sutherland is a global leader in delivering process excellence and digital transformation initiatives. We are seeking an experienced process improvement and innovation director to lead our banking and financial services vertical.
The ideal candidate will have a strong background in process improvement, innovation, and IT strategy. They will be responsible for leading complex technology projects, driving process improvements on key metrics in the banking domain, and defining and implementing technology strategies for digital transformation.
Key Responsibilities:
- Develop and implement process excellence initiatives to improve key business metrics in the banking domain.
- Lead complex technology projects, including project prioritization, budgeting, control, and reporting.
- Drive process improvements on key metrics in the banking domain, including continuous improvement and lean/six sigma tools.
- Define and implement technology strategies for digital transformation, including emerging technologies such as generative AI.
Requirements:
- Bachelor's degree in computer science, engineering, or a related field.
- Black Belt certified from a 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.
- A minimum of 7 years of experience in driving process improvement on key process metrics in the banking vertical.
- A deep understanding and hands-on experience with contact center technologies, such as IVR, CTI, CRM, chatbots, voice analytics, and omnichannel platforms.
