Director - Process Improvement

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

{NAME} is seeking a highly qualified professional for the position of Director for Service Excellence. This role is critical to our organization's success and requires a candidate with exceptional skills and experience in Lean Six Sigma methodologies.

The Lean Six Sigma Process Improvement Director will be responsible for spearheading and executing Lean Six Sigma (LSS) initiatives across the enterprise. This role requires extensive collaboration with senior leadership to identify and scope Lean-related business challenges, conduct rigorous fact-based analyses, and develop actionable recommendations. The primary objective is to drive significant business impact through improvements in cost efficiency, customer experience enhancement, and effective demand management.

The Director for Process Improvement will be expected to:

• Implement and oversee Continuous Improvement and Lean/Six Sigma methodologies to systematically enhance performance, minimize waste, and maximize productivity across all programs within the vertical.
• Provide expert mentorship to Project Managers, focusing on advanced Lean Six Sigma techniques and comprehensive project management skills.
• Assume a leadership role in the support of identified and implemented projects, including strategic project prioritization, meticulous budgeting, stringent control measures, and comprehensive reporting.
• Spearhead opportunity discovery activities, develop solutions in collaboration with architects, and manage projects through to benefit realization.
• Maintain consistent and professional communication with clients, providing detailed status updates to both internal and external stakeholders.
• Oversee the strategic deployment of new processes and functions within the business vertical, ensuring seamless integration and optimal efficiency.
• Establish and monitor critical metrics and Key Performance Indicators (KPIs) to accurately evaluate process efficiencies and drive continuous improvement.
• Conduct thorough Root Cause Analysis and implement robust problem-solving methodologies to ensure optimal operational efficiencies across all business functions.
• Lead Change Management initiatives to cultivate a culture of operational excellence and continuous improvement across all functions, embedding these principles into daily operations.
• Ensure the timely delivery of project outcomes that meet or exceed agreed-upon metrics and organizational goals.
• Apply structured, logical approaches to address complex business challenges.
• Serve as a key change agent within business units, supporting project execution and toll-gating processes, while facilitating organizational learning, understanding, adaptation, and growth in alignment with the business Lean Six Sigma transformation.

Qualifications

• Bachelor's degree in a relevant field is mandatory.
• Minimum of 10 years of extensive experience in continuous improvement-related areas is required.
• Lean Six Sigma Black Belt certification is essential.
• Demonstrated proficiency in managing Lean Six Sigma projects and delivering measurable results is crucial.
• PMP / Prince 2 training and/or certification is highly advantageous.
• Proven track record in change management, stakeholder management, and influencing without direct authority is necessary.
• Exceptional oral and written communication skills, coupled with strong interpersonal, presentation, and organizational abilities are imperative.
• Demonstrated capacity to effectively communicate with all levels of staff, management, and senior leadership is vital.
• Proven ability to navigate and excel in ambiguous environments is required.
• Must possess a high level of self-motivation and the ability to take ownership of initiatives with minimal direction.
• Demonstrated leadership skills, including the ability to lead and motivate teams of 3 or more high-performing individuals, are essential.
• Strong strategic thinking and innovative problem-solving capabilities are critical.
• COPC training or certification is considered a significant advantage.

Additional Information

All your information will be kept confidential according to EEO guidelines.