Process Improvement Director | Banking & Collections

Lead Transformation. Drive Innovation. Create Business Impact.

At Sutherland, we're seeking a highly strategic and results-driven Process Improvement Director to lead large-scale transformation initiatives across our Banking and Collections portfolio. This is an opportunity to influence enterprise-wide operations, champion digital innovation, and deliver measurable business outcomes for some of the world's leading financial services clients.

If you're passionate about operational excellence, process transformation, Lean Six Sigma, automation, and the future of banking operations, we'd love to connect with you.

What You'll Do

As a Process Improvement Director, you will serve as a trusted advisor to both clients and internal stakeholders, identifying opportunities to transform operations, elevate customer experiences, and accelerate business performance.

Key Responsibilities

• Lead enterprise-wide process excellence and transformation initiatives within the US Banking and Collections environment.
• Drive strategic programs focused on improving key operational, customer, and financial metrics.
• Leverage Lean Six Sigma methodologies, continuous improvement frameworks, and data-driven decision-making to enhance efficiency and reduce operational waste.
• Partner with technology teams to define and implement digital transformation solutions, automation strategies, and future-state operating models.
• Identify high-impact improvement opportunities and develop business cases, solution roadmaps, and implementation strategies.
• Oversee end-to-end project delivery, from opportunity assessment through execution and benefits realization.
• Build strong client partnerships by providing executive-level project governance, stakeholder management, and progress reporting.
• Lead cross-functional teams in process redesign, gap analysis, change management, and operational transformation.
• Establish and monitor performance frameworks, KPIs, and success metrics to ensure sustainable business results.
• Drive root cause analysis and structured problem-solving initiatives to improve operational outcomes.
• Foster a culture of continuous improvement, innovation, accountability, and operational excellence across teams and functions.
• Collaborate with senior leadership to align transformation initiatives with strategic business objectives.
• Mentor, develop, and lead high-performing teams while supporting talent management and organizational growth.

What We're Looking For

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent professional experience.
• Lean Six Sigma Black Belt Certification from a recognized institution.
• 10+ years of experience leading complex transformation, technology, or process improvement programs.
• 7+ years of proven success driving operational excellence initiatives within the US Banking and Financial Services sector.
• 2+ years of experience defining and executing digital transformation strategies in banking, financial services, customer experience, or contact center environments.
• Demonstrated track record of delivering business-critical transformation programs that generated measurable improvements in productivity, customer experience, quality, and financial performance.
• Strong expertise in contact center technologies including IVR, CTI, CRM platforms, voice analytics, chatbots, and omnichannel solutions.
• Hands-on experience with RPA and Intelligent Automation platforms such as:
• UiPath
• Automation Anywhere
• Blue Prism
• Microsoft Power Automate
• Familiarity with emerging AI technologies, including Generative AI and Large Language Models (LLMs), is highly desirable.
• Experience with cloud platforms (AWS, Azure, Google Cloud), enterprise architecture, data analytics, and Agile methodologies.
• Strong financial acumen with experience conducting ROI and cost-benefit analysis.
• Exceptional executive communication, stakeholder management, and presentation skills.
• Proven ability to lead, inspire, and influence diverse teams in fast-paced, global environments.
• Advanced proficiency in Minitab, Excel, PowerPoint, Tableau, and related analytics tools.

Why Join Sutherland?

At Sutherland, we combine human expertise with cutting-edge technology to create exceptional customer and business outcomes. You'll have the opportunity to:

✅ Lead transformation programs that deliver measurable impact

✅ Partner with top banking and financial services clients

✅ Drive innovation through automation, AI, and process excellence

✅ Work alongside global industry experts and transformation leaders

✅ Influence strategic decisions at the highest levels of the organization

✅ Build and scale high-performing teams while advancing your leadership career

Ready to Shape the Future of Banking Operations?

Join Sutherland and help redefine operational excellence through transformation, innovation, and continuous improvement.

Apply today and lead change that drives meaningful business results.