Manager/Senior Manager for Service Excellence

Sutherland is seeking a dynamic and goal-oriented person to join us as Manager/Senior Manager for Service Excellence. We are a group of driven and hard-working 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!

The Lean Six Sigma Process Improvement Manager is responsible for leading and executing Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise to identify and scope Lean-related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.

Sr. Manager / Manager for Process Improvement in this role get to: 

Continuous Improvement & Transformation

• Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
• Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
• Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
• Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets

Project Leadership & Delivery

• Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
• Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
• Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks 

Stakeholder Collaboration & Change Management

• Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
• Partner with IT to align on current and future technology needs for process optimization.
• Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
• Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.

Performance Measurement & Governance

• Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
• Establish governance frameworks to sustain improvements and track benefit realization.
• Collaborate with leadership to ensure strategic alignment and delivery of organizational goals.

Qualifications

Our most successful candidates will have:

• Education: Bachelor’s Degree required; MBA preferred but not required.
• Certification: Certified Six Sigma Black Belt (mandatory; Green Belt Certified with significant Black Belt Trained project experience)

• Minimum 8 years’ experience in Service Excellence, Quality, or Process Improvement roles, with at least 5 years in US/UK Insurance operations.
• Proven expertise in project management, Six Sigma/Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement.
• Technical Skills: Minitab, MS Excel, MS PowerPoint; experience in analytics and statistical problem-solving.
• Soft Skills: Strong quantitative and analytical problem-solving ability. Ability to influence without authority and inspire cross-functional teams. 

Additional Information

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