Company Description:
Sutherland is seeking a strategic-thinking and dynamic person to join us as Director Customer Experience. We are a group of driven and energetic 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!
Job Description:
Directors in this role get to:
- 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.
- 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.
- 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.
- Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.
- Ensure that all CE managers in the Program have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.
- 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.
- Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience.
- Build the CE team’s skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs.
- Represent the Sutherland customer experience function in internal and external forums.
- Perform any other assigned tasks as required by the leadership team.
Qualifications:
Our most successful candidates will have:
- Bachelor’s degree.
- A strong background in BPO/BPT (US) supporting banking and Fintech clients
- 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.
- Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment.
- Experienced in customer research, business analytics and continuous improvement
- Hands on experience in driving change management in a large matrix’ d environment
- Lean Six Sigma/CI Methodologies/Design Thinking trained and certified.
- Strong Lateral Work Experience in other functions like Service Delivery, Training, etc.
- Excellent presentation and facilitation skills for group sessions.
- Possess strong planning, organizational and execution skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently.
- Strong written and verbal communication and interpersonal skills.
- An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs.
- Ability to represent the function and company in client interactions (online and face to face).
Additional Information:
All your information will be kept confidential according to EEO guidelines.
