Roles and Responsibilities:

- Applies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.

- Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.

- Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.

- Displays clear expertise in Transformational initiatives to change the business in sync with the dynamic changes in the industry/market.

- Leads cross functional teams in defining current processes/systems; identifies target condition; establishes plans to close the gaps; and coaches teams to successfully implement changes.

- Oversees the deployment of new processes and functions.

- Identifies and establishes metrics and Key Performance Indicators to evaluate process efficiencies.

- Conducts Root cause analysis and problem solving to ensure optimal operational efficiencies.

- Drives Change Management to promote a culture and mindset of operational excellence and continuous improvement across functions and embedding it into daily work.

- Coaches/mentors stakeholders and team members at all levels to support them through the adoption of lean principles and practices.

- Collaborates with leadership to ensure alignment of initiatives and the successful delivery of the strategy.

- Participates in special projects and performs other duties as assigned.

- Ability to inspire others to action and to influence without authority is absolutely necessary.

- The ability to function in a fluid environment, with fast change, and fast prototyping and design.

Requirements:

- Bachelor's Degree.

- Certified Black Belt from a recognized Six Sigma institute (e.g., ASQ, ISI, Lean Six Sigma Global Institute, etc.).

- Minimum of 14 years of experience in process excellence, with at least 5 - 8 years in voice and non-voice programs (e.g., call centers, Contact center).

- Proven experience in project management of Six Sigma and transformational projects, process excellence initiatives, automation, PnL analysis, and continuous improvement.

- Proficiency in quality tools such as Minitab, MS Excel, PowerPoint, Visio, etc.

- Strong quantitative and problem-solving skills, with the ability to analyze complex data, identify root causes, and develop effective solutions.

- Excellent leadership, communication, and interpersonal skills.

- Demonstrated ability to adapt to changing priorities and work effectively in a fast-paced environment.

- Should thrive in a hands-on Individual Contributor (IC) capacity.

- If you carry a similar experience and willing to explore this opportunity with us, then feel free to write me at Preeti.gupta1@sutherlandglobal.com along with your updated resume.