Process Improvement Director | Banking & Collections | Hybrid

Sutherland; Central Luzon; Remote; PHP 3,500,000 - 5,200,000; Full time

Benefits offered by this job

Measurable impact in transformation

Top banking and financial services cll

Automation & AI focus

Global leadership exposure

Leadership career growth

Job summary

Sutherland is seeking a strategic Process Improvement Director to lead large-scale transformation across the Banking and Collections portfolio, delivering measurable business outcomes for global financial services clients.

You will act as a trusted advisor to clients and internal stakeholders, drive Lean Six Sigma initiatives, partner with technology teams on automation and digital transformation, and mentor high-performing teams to achieve sustainable performance.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or Business or equivalent professional experience.
• Lean Six Sigma Black Belt Certification from a recognized institution.
• 10+ years of experience leading complex transformation, technology, or process improvement programs.
• 7+ years of experience driving operational excellence within US Banking and Financial Services.
• 2+ years of digital transformation strategies in banking, financial services, customer experience, or contact center environments.
• Demonstrated ROI and cost-benefit analysis experience with transformation programs.
• Strong executive communication, stakeholder management, and presentation skills.
• Proven ability to lead diverse teams in fast-paced, global environments.

Responsibilities

• Lead enterprise-wide process excellence and transformation initiatives in US Banking and Collections.
• Drive programs to improve operational, customer, and financial metrics.
• Apply Lean Six Sigma, continuous improvement, and data-driven decision-making to increase efficiency.
• Partner with technology teams to define and implement digital transformation and automation strategies.
• Develop business cases, roadmaps, and implementation strategies for high-impact opportunities.
• Oversee end-to-end project delivery from opportunity assessment to benefits realization.
• Provide executive-level governance, stakeholder management, and progress reporting to clients.
• Lead cross-functional teams in process redesign, change management, and operating model transformation.
• Establish KPIs and performance frameworks to ensure sustainable results.
• Conduct root cause analysis and structured problem solving to improve outcomes.
• Foster a culture of continuous improvement, innovation, and accountability across teams.
• Collaborate with senior leadership to align transformation with strategic objectives.
• Mentor and develop high-performing teams and support organizational growth.

Skills

Lean Six Sigma Black Belt

Transformation Leadership

Operational Excellence

Data Analytics

RPA / Automation

Executive Communication

Stakeholder Management

Cloud Platforms (AWS/Azure/Google

Minitab / Excel / Tableau

Education

Bachelor's degree in Computer Science, Engineering, or Business

Lean Six Sigma Black Belt Certification

Tools

UiPath

Automation Anywhere

Blue Prism

Power Automate

Minitab

Excel

PowerPoint

Tableau

Job description

Lead Transformation. Drive Innovation. Create Business Impact.

At Sutherland, we're seeking a highly strategic and results-driven Process Improvement Director to lead large-scale transformation initiatives across our Banking and Collections portfolio. This is an opportunity to influence enterprise-wide operations, champion digital innovation, and deliver measurable business outcomes for some of the world's leading financial services clients.

If you're passionate about operational excellence, process transformation, Lean Six Sigma, automation, and the future of banking operations, we'd love to connect with you.

What You'll Do

As a Process Improvement Director, you will serve as a trusted advisor to both clients and internal stakeholders, identifying opportunities to transform operations, elevate customer experiences, and accelerate business performance.

Key Responsibilities

• Lead enterprise-wide process excellence and transformation initiatives within the US Banking and Collections environment.
• Drive strategic programs focused on improving key operational, customer, and financial metrics.
• Leverage Lean Six Sigma methodologies, continuous improvement frameworks, and data-driven decision-making to enhance efficiency and reduce operational waste.
• Partner with technology teams to define and implement digital transformation solutions, automation strategies, and future-state operating models.
• Identify high-impact improvement opportunities and develop business cases, solution roadmaps, and implementation strategies.
• Oversee end-to-end project delivery, from opportunity assessment through execution and benefits realization.
• Build strong client partnerships by providing executive-level project governance, stakeholder management, and progress reporting.
• Lead cross-functional teams in process redesign, gap analysis, change management, and operational transformation.
• Establish and monitor performance frameworks, KPIs, and success metrics to ensure sustainable business results.
• Drive root cause analysis and structured problem-solving initiatives to improve operational outcomes.
• Foster a culture of continuous improvement, innovation, accountability, and operational excellence across teams and functions.
• Collaborate with senior leadership to align transformation initiatives with strategic business objectives.
• Mentor, develop, and lead high-performing teams while supporting talent management and organizational growth.

What We're Looking For

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent professional experience.
• Lean Six Sigma Black Belt Certification from a recognized institution.
• 10+ years of experience leading complex transformation, technology, or process improvement programs.
• 7+ years of proven success driving operational excellence initiatives within the US Banking and Financial Services sector.
• 2+ years of experience defining and executing digital transformation strategies in banking, financial services, customer experience, or contact center environments.
• Demonstrated track record of delivering business-critical transformation programs that generated measurable improvements in productivity, customer experience, quality, and financial performance.
• Strong expertise in contact center technologies including IVR, CTI, CRM platforms, voice analytics, chatbots, and omnichannel solutions.
• Hands-on experience with RPA and Intelligent Automation platforms such as UiPath, Automation Anywhere, Blue Prism, and Microsoft Power Automate
• Familiarity with emerging AI technologies, including Generative AI and Large Language Models (LLMs), is highly desirable.
• Experience with cloud platforms (AWS, Azure, Google Cloud), enterprise architecture, data analytics, and Agile methodologies.
• Strong financial acumen with experience conducting ROI and cost-benefit analysis.
• Exceptional executive communication, stakeholder management, and presentation skills.
• Proven ability to lead, inspire, and influence diverse teams in fast-paced, global environments.
• Advanced proficiency in Minitab, Excel, PowerPoint, Tableau, and related analytics tools.

Why Join Sutherland?

• Lead transformation programs that deliver measurable impact
• Partner with top banking and financial services clients
• Drive innovation through automation, AI, and process excellence
• Work alongside global industry experts and transformation leaders
• Influence strategic decisions at the highest levels of the organization
• Build and scale high-performing teams while advancing your leadership career

Ready to Shape the Future of Banking Operations?

Join Sutherland and help redefine operational excellence through transformation, innovation, and continuous improvement.