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.
Job Description
- Applies 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
Qualifications
- Bachelor's Degree
- Certified 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.