Process Excellence Manager

Sutherland is seeking an organized and reliable person to join us as a Process Excellence Manager - Insurance Vertical .

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!

Responsibilities :

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.

Requirements :

Education : Bachelor’s Degree required; MBA preferred.

Certification : Certified Six Sigma Black Belt (mandatory; Green Belt acceptable with significant Black Belt project experience).

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.