Sr. Director - Customer Experience, Banking & Fintech

A Good Job

_strong__u_Job Description_/u__/strong__p__br /__/p_Sutherland is looking for a _strong_Director of Customer Experience to oversee our Banking/Fintech accounts, globally_/strong_. This Director of CE will own the deployment of Sutherland’s quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business goals._p__br /__/p__strong__u_Summary Of Responsibilities, But Not Limited To_/u__/strong__p__br /__/p__ul__li_Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc._/li__li_Continuously improve the customer satisfaction, quality, and sales KPI’s, thru the effective deployment of the CIP framework to deliver a 50% reduction in all defect types._/li__li_Deliver a 15% increase in share of wallet in our key strategic accounts with quality coverage, thru reduction of customer effort and touchpoints per resolution._/li__li_Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget._/li__li_Ensure that all CE managers in the geo have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes._/li__li_Implement a monthly cadence of reviewing the business insights from CIP with the service delivery / account team to ensure complete alignment with the evolving customer expectations._/li__li_Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience._/li__li_Build the CE team’s skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs._/li__li_Represent the Sutherland customer experience function in internal and external forums._/li__li_Perform any other assigned tasks as required by the leadership team._/li__/ul__p__br /__/p_Principle Accountabilities_p__br /__/p__ul__li_Responsible for the execution & enhancing the Customer Effort Analysis, Insights & Action Planning for the key strategic accounts in the geo. Drive improvements across the customer’s touchpoints, time to resolution, repeats, transfers and boosting revenue generation etc. (measured by NPS, results of initiatives ...reference focus areas)_/li__li_Build, present & drive change through the monthly analysis of emerging trends to identify the shift, trends & opportunities in performance, referenced by the priority of KPI’s._/li__li_Lead and drive initiatives to deliver improvements in the bi-annual Client NPS for the Owned or Assigned Accounts etc._/li__li_Execute upon the CI framework 2.0 to improve results partnering with CLS, SD & TA, maximizing performance and bonus. This includes ownership to identify opportunities as defined by the Towers/SOW/Emerging Client Business Trends etc._/li__li_Lead the New CE Operations, including client engagements as an executive owner for 1 key strategic accounts globally._/li__li_Be an expert on and by demonstration on key practices of coaching, analytics, etc. and be able tell-do-show or enable skilling or upskilling the team on Lean 6 Sigma, Design Thinking, SA/Sutherland Perform, Tower 1 or 2 Products (refer to outputs and Gannt Chart Products)._/li__li_Influence to deliver a 5-15% increase in the share of wallet in the key strategic accounts within span (geo or client or cluster) Partner with the geo service delivery team to drive excellence in operations (reduction of customer effort and touchpoints per resolution) etc._/li__li_Leads activities related to reduction of Consultant Effort, Top Talent Retention & Development initiatives within span (client or cluster)_/li__/ul__p__br /__/p__strong__u_Qualifications_/u__/strong__p__br /__/p__ul__li_A strong background in BPO/BPT (US) supporting banking and Fintech clients_/li__li_Experienced in customer research, business analytics and continuous improvement_/li__li_Hands on experience in driving change management in a large matrix’ d environment_/li__li_Lean Six Sigma/CI Methodologies/Design Thinking trained and certified._/li__li_Strong Lateral Work Experience in other functions like Service Delivery, Training, etc._/li__li_Excellent presentation and facilitation skills for group sessions._/li__li_Possess strong planning, organizational and execution skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently._/li__li_Strong written and verbal communication and interpersonal skills._/li__/ul__p__br /__/p__strong__u_Education And Experience_/u__/strong__p__br /__/p__ul__li_Professional degree or an MBA in Operations or the relevant experience_/li__li_Min 10 years in the US banking BPO/BPT industry with at least 2 different customer management roles and functions; a strong understanding of CLM and BLM banking operations._/li__li_Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment._/li__li_An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs._/li__li_Ability to represent the function and company in client interactions (online and face to face)._/li__/ul__p__br /__/p__strong__u_Additional Information_/u__/strong__p__br /__/p_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.