Senior Manager- Service Excellence

Sutherland is seeking an organized and reliable person to join us as a Senior Manager - Service Excellence. 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!

This position requires in-depth experiencing of reviewing processes end to end using Lean methodology and driving implementation. Excellent financial, business analysis and gap analysis skills, reflecting the need to understand and interpret complex, extensive and interconnected business requirements; Ability to work effectively to strict deadlines to ensure agreed project timelines are met and detailed understanding of (and application of) project management disciplines and methodologies.

• Ensure definition and documentation of business and operations requirements and designs, aligned to business and operational strategies and are in accordance with Controls/Compliance requirements.
• Work closely with the process implementation and location teams to identify and promote changes to existing processes and related systems that are suitable for further development and automation of work by 20% 
• Define impact analysis of proposed changes in terms of complexity, man-day effort and cross cluster impacts. Drive operational efficiency and decrease efforts invested by 10%.
• Set the overall strategy for, and manage the daily activities of the teams and ensure compliance to applicable procedures and policy guidelines.
• Ensure key trends, issues and watch items are brought forward from the metrics into management summaries clearly. 
• Responsible for driving Lean Six Sigma capability program across the organization including training and certification.
• Leading Transformation projects for enterprise functions - Conducted solution workshops to design the process flows, handoffs to derive future state design with finance team on billing automation project.
• As a Lean practitioner, conducted 10+ lean workshops and process diagnostic assessment resulted in 20 FTE process improvement opportunities.
• Led a team involved in global MIS & reporting for all client areas: Monitor ongoing Business Metrics / KPI’s & SLA’s by tracking & reporting and periodic checks to ensure that SLA/KPIs being reported and accurate and captured appropriately.
• Coaching and mentoring Black Belts, Green Belts on transformation projects 
  Managing process improvement program, business case, planning and execution of projects for Corporate/Enabling/Support functions.
• Driving enterprise adoption of tools/techniques by internal stakeholders and clients by showcasing and articulating the business case and value proposition.
• Conducting Lean Six Sigma Trainings & Drive sharing of best practices across teams.
• Lead and direct all financial business planning. This includes all types of financial planning (i.e., strategic plans, annual operating plans, business analyses, forecasting and reporting, and balance sheet management), and establishing performance benchmarks for the company. 
• Access the finance organization and make changes where necessary.  Develop, mentor and coach the team to create a cohesive, business-focused finance organization that successfully collaborates with the business partners and the larger SGS Finance Organization. 
• Given the current state of the company’s growth, identify and build world class processes and controls that will scale as the company grows as well as provide the financial intelligence for all strategic decisions to help drive the business. 
• Ensure compliance across the Company with corporate governance requirements

• Bachelor’s degree in Finance and or Accounting required. 
• Lean Six Sigma Certified 
• Track record of working within a business with rapidly expanding operations, and leading scale up, process improvements and DSO reduction within shared service organization while building and motivating staff. 
• Excellent verbal and written communication skills and the demonstrated ability to work cooperatively and constructively in a multi-cultural, team environment. 

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.