Banking Process Excellence Director — Lean & Digital Transformation

Sutherland; Mabalacat; On-site; PHP 9,404,000 - 13,166,000; Full time

Job summary

Sutherland, a global leader in AI, automation, cloud engineering and analytics, is seeking a Process Improvement Director to drive Lean/Six Sigma initiatives across US Banking operations. The role focuses on improving key metrics, transforming processes, and leading cross-functional teams.

You will partner with IT and business stakeholders to deploy new processes, define KPIs, manage budgets, and deliver measurable benefits.

Qualifications

• Bachelor’s degree in CS/engineering or equivalent.
• Black Belt certification from a recognized institute.
• 10+ years leading complex technology projects in banking or contact center domains.
• 7+ years driving process improvement on US Banking metrics.
• 2+ years defining and implementing digital transformation strategies in banking.
• Experience with IVR/CTI/CRM, chatbots, and omnichannel platforms.
• Knowledge of RPA tools (UiPath, Automation Anywhere, Blue Prism, Power Automate).
• Familiarity with cloud platforms (AWS/Azure/GCP), Snowflake/Tableau, and Scrum.

Responsibilities

• Lead process excellence initiatives in US Banking to improve key metrics.
• Drive transformational initiatives in the banking domain.
• Apply Lean/Six Sigma to reduce waste and boost productivity.
• Collaborate with IT on technology requirements.
• Provide leadership, budgeting, and reporting for projects.
• Lead discovery activities and manage solutions to benefit realization.
• Coordinate with clients and stakeholders; report status.
• Define and maintain end-to-end processes; establish KPIs.

Skills

Leadership

Communication

Analytical skills

Problem-solving

Change management

Stakeholder management

Team coaching

ROI analysis

Education

Bachelor's degree in CS/Engineering

Black Belt certification

Tools

IVR

CTI

CRM

Chatbots

Voice analytics

Omnichannel

RPA

UiPath

Automation Anywhere

Blue Prism

Power Automate

Minitab

Excel

PowerPoint

Snowflake

Tableau

Job description

Sutherland, a global leader in AI, automation, cloud engineering and analytics, is seeking a Process Improvement Director to drive Lean/Six Sigma initiatives across US Banking operations. The role focuses on improving key metrics, transforming processes, and leading cross-functional teams.

You will partner with IT and business stakeholders to deploy new processes, define KPIs, manage budgets, and deliver measurable benefits.