Opportunity at
SutherlandProcess Improvement Director - Banking & Financial Services Accounts
Sutherland is looking for a Process Improvement Director to lead service excellence and operational enhancement initiatives for its banking and financial services accounts. This full-time position…
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About This Role
Sutherland is looking for a Process Improvement Director to lead service excellence and operational enhancement initiatives for its banking and financial services accounts. This full-time position involves overseeing operational excellence functions, applying lean and six sigma methodologies, and driving continuous improvement across multiple sites and operational units. The ideal candidate is an organized, reliable, and influential professional who thrives in a fast-paced setting and can guide cross-functional teams without direct…
Job Description
Sutherland is looking for a Process Improvement Director to lead service excellence and operational enhancement initiatives for its banking and financial services accounts. This full-time position involves overseeing operational excellence functions, applying lean and six sigma methodologies, and driving continuous improvement across multiple sites and operational units. The ideal candidate is an organized, reliable, and influential professional who thrives in a fast-paced setting and can guide cross-functional teams without direct authority.
In this role, the director defines and optimizes end-to-end workflows, establishes key performance indicators, collaborates with IT teams on technology needs, and performs root cause analysis to eliminate waste and boost productivity. Responsibilities also include managing personnel tasks such as hiring, staff evaluation, budgeting, and mentoring stakeholders in lean practices. Candidates will have the opportunity to act as a strategic partner to business leaders, spearheading automation and process transformation projects rather than focusing strictly on transactional reporting.
Responsibilities
- Manage operational excellence functions specifically for the banking vertical
- Utilize Lean and Six Sigma tools to enhance performance, cut waste, and increase productivity across multiple locations
- Establish and maintain cross-functional relationships to spot improvement areas and put measurement systems in place
- Lead project prioritization, budgeting, control, and reporting for chosen initiatives
- Define, optimize, and maintain end-to-end workflows to guarantee efficiency
- Direct cross-functional groups in mapping current workflows, determining target conditions, closing gaps, and executing changes
- Oversee the rollout of new functions and procedures
- Determine metrics and Key Performance Indicators to measure workflow efficiencies
- Coordinate with IT regarding current and future technology needs
- Perform root cause analysis and problem solving to maintain optimal operations
- Drive change management to foster a culture of continuous improvement
- Coach and mentor stakeholders and staff on lean principles
- Work alongside leadership to align initiatives and deliver strategies
- Handle managerial duties including staff training, performance reviews, budgeting input, hiring, promotions, terminations, and salary recommendations
- Engage in special projects and complete additional assigned tasks
Requirements
- At least 10 years of professional experience in a service excellence leadership capacity
- At least 3 years of experience managing operations within the banking sector
- Ability to motivate others and influence without direct authority
- Capacity to work within a fluid environment characterized by rapid change, fast prototyping, and quick design
Qualifications
- Bachelor's Degree
- Certified Six Sigma Black Belt
Core Skills
Benefits
- Opportunity to tackle end-to-end operations problem solving instead of standard transactional reporting
- Chance to lead automation and process transformation within a dynamic sector
- Act as a strategic partner to business leaders by providing solutioning expertise to influence quality, efficiency, and delivery
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this position?
The position is full-time.
What are the core educational and certification requirements?
Applicants must hold a Bachelor's Degree and a Certified Six Sigma Black Belt.
What experience is required for this role?
Candidates must have a minimum of 10 years of work experience in a service excellence leadership role, along with at least 3 years of experience managing operations for banking.
Is the work location or remote policy specified?
The posting does not specify the work location or remote policy.
What is the salary for this position?
The salary is not stated in the job posting.
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