Director
5 days ago
Sutherland is seeking an organized and reliable person to join us as a Service Excellence - Director Digital Transformation (Insurance and Banking) . We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you
Director Digital Transformation – Responsibilities:
Displays clear expertise in Transformational initiatives (Insurance and Banking domain) to change the business.
Interfaces with IT to work on current and future technology requirements.
Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.
Lead opportunity discovery activities, prepare solutions with the help of architects and project manage them till benefit realization activity. Co-ordinate with client frequently and provide status updates of projects. 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.
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.
Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, and hires, promotes and terminates staff and recommends salary actions, as appropriate.
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
Requirements:
Bachelor’s Degree & MBA
Certified Black Belt
Experience with Contact center will be added advantage
At least 5 years’ experience in managing Transformation/Automation for US Insurance and Mortgage industry.
At least 10+ years of work experience in a Service Excellence leadership role
Experience in Project Management of Six Sigma and Transformational Projects , Process Excellence, Automations, PnL Analysis, Continuous Improvement, Minitab, MS Excel, PowerPoint
Strong Quantitative and problem-solving ability: Ability to conceptualize complex problems and develop an Analytical Road-map for them.
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