Process Improvement Director | Banking and Collections Accounts

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditEducation: bachelorsSkills: ["Leadership","Management","Analytical skills","Communication","Problem-solving"]

Lead process excellence and transformational initiatives in the US banking domain to improve key business metrics and operational efficiencies across sites and functions. Drive continuous improvement using Lean/Six Sigma, define end-to-end processes, and establish KPIs. Partner with IT on technology requirements and digital transformation, lead cross-functional change management, and oversee project prioritization, budgeting, control, reporting, and team performance.

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Sutherland
Sutherland
2 days ago

Process Improvement Director | Banking and Collections Accounts

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead process excellence and transformational initiatives in the US banking domain to improve key business metrics and operational efficiencies across sites and functions. Drive continuous improvement using Lean/Six Sigma, define end-to-end processes, and establish KPIs. Partner with IT on technology requirements and digital transformation, lead cross-functional change management, and oversee project prioritization, budgeting, control, reporting, and team performance.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Director level

Key Responsibilities

  • •Provide process excellence expertise to improve key business metrics and drive transformational initiatives in the banking domain.
  • •Apply continuous improvement and Lean/Six Sigma tools to reduce waste, improve performance, and drive productivity across sites and functions.
  • •Interface with IT to address current and future technology requirements and lead project prioritization, budgeting, controls, and reporting.
  • •Lead cross-functional teams to define current processes/systems, establish target conditions, close gaps, and coach successful change implementation.
  • •Conduct root-cause analysis, define/optimize end-to-end processes, and drive change management and KPI/metric-based measurement for operational excellence.

Key Requirements

  • •Bachelor's degree in computer science, engineering, or related field, or equivalent work experience.
  • •Black Belt certification from a recognized institute or company.
  • •Minimum 10 years leading and managing complex technology projects, preferably in contact center or customer service.
  • •Minimum 7 years driving process improvement on key process metrics in the US banking vertical.
  • •Hands-on experience with contact center technologies and intelligent automation/RPA (e.g., UiPath, Automation Anywhere, Blue Prism, Microsoft Power Automate).
Experience:BankingFinancial servicesContact centerCustomer serviceDigital transformationProcess improvementRPAAutomation
Education:Bachelor's
Skills:LeadershipManagementAnalytical skillsCommunicationProblem-solving
Certifications:Black Belt
Languages:English
Tech Stack:LeanSix SigmaIVRCTICRMChatbotsVoice analyticsOmnichannel platformsRPAUiPathAutomation AnywhereBlue PrismMicrosoft Power AutomateGenerative AIGPT-3LlamaEnterprise architectureAWSAzureGoogle Cloud Platform

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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