Director of Operational Excellence

4 days ago


Manila, National Capital Region, Philippines Sutherland Global Full time
Company Overview
Sutherland Global is a leader in digital transformation, providing cutting-edge technology and business process excellence to iconic brands worldwide. Our unique value proposition lies in our expertise in artificial intelligence, automation, cloud engineering, and advanced analytics.
We've developed over 200 inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize business operations, reinvent experiences, and pioneer new solutions through a seamless 'as a service' model.

Job Description
The Senior Manager for Process Excellence will lead and execute Lean Six Sigma initiatives by engaging with senior leaders to identify and scope Lean-related business challenges. This includes conducting fact-based analyses and problem-solving, and developing actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.
Key responsibilities include ensuring timely delivery of project results, structuring identified business challenges logically, mentoring Project Managers on Lean Six Sigma and general project management skills, and acting as a key driver for change within the business units aligned to supporting project execution and toll-gating.

Required Skills and Qualifications
A Bachelor's degree and Six Sigma Green Belt certification are required. PMP/Prince 2 training and/or certification would be an advantage. The ideal candidate should have at least 10 years of experience, with 5 years in a process excellence function, including experience with voice & chat programs. They should have completed at least 8-10 GB projects with dollar savings, improved metrics like CSAT, NPS, AHT, etc., and have experience in change management, stakeholder management, and influencing people without authority.

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