Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients’ success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56% from Fortune-500 clients.

Though we have a rich history, our sights are, and always have been, anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data-rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve those problems for our clients from end to end.

We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics. Not surprisingly, we work with many clients who, like us, care deeply about customer experience.

Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.

Job DescriptionApplies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.Displays clear expertise in Transformational initiatives to change the business in sync with the dynamic changes in the industry/market.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.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.Coaches/mentors stakeholders and team members at all levels to support them through the adoption of lean principles and practices.Collaborates with leadership to ensure alignment of initiatives and the successful delivery of the strategy.Participates in special projects and performs other duties as assigned.Ability to inspire others to action and to influence without authority is absolutely necessary.The ability to function in a fluid environment, with fast change, and fast prototyping and design

QualificationsBachelor's DegreeCertified Green Belt or Black Belt from a recognized Six Sigma institute (e.g., ASQ, ISI, Lean Six Sigma Global Institute, etc.)Minimum of 10 years of experience in process excellence, with at least 4-5 years in voice and non-voice programs (e.g., call centers, back-office operations).Proven experience in project management of Six Sigma and transformational projects, process excellence initiatives, automation, PnL analysis, and continuous improvement.Proficiency in quality tools such as Minitab, MS Excel, PowerPoint, Visio, etc.Strong quantitative and problem-solving skills, with the ability to analyze complex data, identify root causes, and develop effective solutions.Excellent leadership, communication, and interpersonal skills.Demonstrated ability to adapt to changing priorities and work effectively in a fast-paced environment.

Additional Information

Behavioral Skills

Empathetic Leadership skillsSolution oriented and meticulousContextual & Consultative communication skillsAgile and eager to learn‘Lead by example