Process Excellence and Digital Transformation Director

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 recognised 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.