Sr Manager Process Improvement - Banking and Financial Services

Responsibilities

• Working collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value
• Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects
• Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction
• Support Focus Metrics activities with the site assigned
• Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements)
• Team up with site/client leaders in upholding compliance in all organization policies and standard procedures
• Validate control plans and governance processes set up in the business; and
• Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).
• Earned a Bachelor's Degree in any field
• Six Sigma Blackbelt certified
• At least 5 years of managerial experience in the same industry
• Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations
• Experience in change management, stakeholder management, and influencing people without authority
• Capacity to think strategically and innovatively
• Experience in managing Collections or Banking accounts
• Excellent Project Management skills
• Strong background on process development and improvement
• All your information will be kept confidential according to EEO guidelines.

Benefits

Additional Information

As a Service Excellence Manager , you will innovate process improvement projects to achieve internal and external goals while earning maximum potential revenue and margin. You will contribute by:

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Sutherland? Share your experience