Process Improvement Director | Banking and Collections Accounts

Sutherland Global; Mabalacat, Hinoba-an; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Sutherland Global is seeking a senior leader to drive process excellence and digital transformation within the US Banking domain. The role demands deep expertise in Lean Six Sigma, RPA tooling, and enterprise-wide change management.

You will guide cross-functional teams, partner with IT and business units, and deliver measurable operational improvements. The ideal candidate will have 10+ years of technology project leadership, 7+ years of banking process-improvement experience, and a passion for

Qualifications

• Bachelor’s degree in computer science, engineering or related field; equivalent work experience accepted.
• Black Belt certified from a recognized institute/company.
• 10+ years leading and managing complex technology projects, preferably in contact center or customer service.
• 7+ years driving process improvement on key metrics in US Banking vertical.
• 2+ years defining/implementing technology strategy for digital transformation in Banking/financial services.
• Proven track record delivering process excellence and digital transformation with measurable impact.
• Hands-on experience with contact center tech: IVR, CTI, CRM, chatbots, voice analytics, omnichannel.
• Strong knowledge of RPA and intelligent automation (UiPath, Automation Anywhere, Blue Prism, Power Automate).
• Familiar with generative AI production deployments; cloud (AWS/Azure/GCP) and data analytics tools (Snowflake/Tableau).
• Excellent communication, leadership and stakeholder collaboration across senior leaders and teams.

Responsibilities

• Lead process excellence initiatives in US Banking to improve key business metrics.
• Drive transformational programs to change the business landscape.
• Apply Lean Six Sigma tools to reduce waste and boost productivity across sites.
• Collaborate with IT on current and future technology requirements.
• Provide leadership for projects including prioritization, budgeting, control and reporting.
• Lead opportunity discovery, design solutions with architects, manage projects to realization.
• Coordinate with clients and provide status updates to stakeholders.
• Build and leverage cross-functional relationships to drive process improvements.
• Define and maintain end-to-end processes for efficiencies.
• Coach teams to implement changes and close gaps in current processes/systems.
• Oversee deployment of new processes in Banking vertical.
• Establish KPIs to evaluate process efficiencies; perform root-cause analysis.
• Drive Change Management to embed continuous improvement in daily work.
• Collaborate with leadership to align initiatives with strategy and outcomes.
• Manage staff performance, budgets, and hiring decisions as needed.

Skills

Process Excellence

Lean Six Sigma

Stakeholder management

Project leadership

Digital transformation

Banking domain knowledge

RPA & automation

Change management

Cloud and data analytics

Analytical skills

Team leadership

Education

Bachelor’s degree in Computer Science or Engineering

Six Sigma Black Belt certification

Tools

UiPath

Automation Anywhere

Blue Prism

Microsoft Power Automate

CRM technologies

Job description

Company Description:

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description:

Responsibilities:

• Displays clear expertise in Process Excellence initiatives in the US 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.
• 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.

Qualifications:

Qualifications:

• A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.
• Black Belt certified from recognized institute / company
• A minimum of 10 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 US 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.

Additional Information:

All your information will be kept confidential according to EEO guidelines.