Senior Manager

Job Description

Sutherland is seeking a dynamic and goal-oriented person to join us as Senior Manager for Service Excellence. We are a group of driven and hard-working 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

The Lean Six Sigma Process Improvement Manager is responsible for leading and executing Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise to identify and scope Lean-related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.

Sr. Manager for Process Improvement in this role get to:

• Ensure the timely delivery of project results that meet or exceed agreed-upon metrics or goals.
• Structures identified business challenges logically.
• Act as a key driver for change within the business units aligned to supporting project execution and toll-gating and helping them to learn, understand, adjust and grow with the business Lean Six Sigma transformation.
• Conduct in-depth analyses (when required), including data collection, data analyses, and synthesis of data to generate key insights for projects or Lean deployment strategies.
• Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them.
• Generate insights based on tools including (but not limited to) customer interviews, desk research, discussions with Lean experts, focus groups, and surveys.
• Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by the voice of the customer.
• Quantify impact of projects on financials, productivity, customer experience.
• Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Provides hands-on leadership to Project Managers and Associates
• Recognize when there are obstacles preventing others from achieving their goals and readily intervene and find resourceful ways to remove them.
• Develop and maintain relationships with senior leadership.

Qualifications

• Bachelor's degree
• Six Sigma Green Belt certified from a reputed institution like ASQ, etc.
• PMP / Prince 2 certified would be an advantage.
• Min of 10 years' experience with at least 5 years in process excellence function with experience of voice & chat programs (not Backoffice)
• Completed at least 8 to 10 GB projects with dollar savings
• Has improved metrics like CSAT, NPS, AHT, etc. for voice & chat programs (not Backoffice)
• Experience in change management, stakeholder management, and influencing people without authority.
• Experience in managing Lean Six Sigma projects and driving results.
• Strong oral and written communication, interpersonal, presentation and organization skills;
• Ability to communication with all levels of staff, management, and senior leadership
• Proven ability to work in ambiguity.
• Highly motivated to take ownership and drive initiatives with minimal direction.
• Capacity to think strategically and innovatively.
• Using Minitab / JASP or any other statistical software on a daily / weekly basis
• Comfortable reaching conclusions using statistical analysis
• Comfortable using various hypothesis tests (1 sample t test, 2 sample t test, ANOVA, Chi-Square, Single & Multiple Linear Regression, etc.)
• Comfortable with various graphical tools (Histogram, Boxplot, Pareto, Scatter, etc.)
• Has used DMAIC methodology (not generic problem-solving approach) for process improvement