Company Description:
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally designed and engineered experiences for customers and employees. For over 36 years, we have cared for our clients’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.
Job Description:
The Senior Manager Transition manages large and/or complex client-facing projects from project initiation, planning, execution, monitoring and control and close-down processes. They will supervise a team of GEO-centric resources and own responsibility for reviewing and delegating work, mentoring, coaching, and training that group of employees. They will oversee and direct regional project management staff and activities required for the successful First Time Right implementation of projects supporting Client and Enterprise business in our Delivery Centers around the globe through to steady state operations.
This is a senior-level position that requires excellent customer service and written and oral communication skills as a successful candidate will be working closely with customers to deliver their projects on time and on budget. They must possess the ability to lead combined teams with senior clients, 3rd party vendors, and Sutherland personnel. The ability to report and present to executive management is a must. The individual selected for this role needs to be self-driven, have a passion for understanding how to solve problems, and be willing to embrace challenges head on.
- Contributes to strategy and innovation for products, processes, standards, and methodologies, including solutions for complex, emerging customer/market needs.
- Problems are of the highest complexity and typically require conceptual thinking across multiple functions to solve.
- Represents organization as key technical contact a program to customer stakeholder’s.
- Requires ability to communicate with high profile customers.
- Provides advice to management within their area of expertise.
- Mentors, coaches, and trains lower-level employees
- Typically, responsible for managing large, complex initiatives of strategic importance, involving large cross-functional teams.
- May have direct reports, but generally fewer than two
Qualifications:
- Bachelor's degree in computer science, business, or a related field
- Work experience to include exposure to IT, telecommunications, and application development.
- 10-12 years of project management experience
- Expert familiarity with project management software tools, methodologies, and best practices.
- Proven ability to solve problems creatively.
- Strong analytical, client-facing communication and presentation skills; ability to assess and anticipate client needs and instill confidence.
- Have a positive attitude, and the ability to work and communicate with all levels of management, internal and external vendors/partners, functional leaders, team members, etc.
- Strong interpersonal skills and extremely resourceful
- Ability to work independently and with minimal direction.
- Ability to multi-task and deal with ambiguity
- Strong analytical, computer, communication, and customer service skills
- Ability to execute a variety of projects across multiple geographies and business cultures.
- Previous BPO industry experience (required)
- Project Management Professional (PMP)
- Commitment to achieve certification w/in 1 year of hire.
- Capable of traveling up to 20%, both international and domestic
Additional Information:
Ideal Candidate:
- Organized – Works and thinks in a methodical and orderly way.
- Results-driven – Acts proactively to achieve results. Focuses on achieving results that promote business success.
- Communication – Strong client-facing skills; Consistently and effectively communicates to stakeholders to keep the business informed and supportive of the project; able to anticipate client needs and instill confidence.
- Influence – Engages, communicates, and influences effectively at all levels of the organization (from analysts to senior VPs and C-suite) and across global teams using data and compelling narratives.
- Handles Ambiguity – Deals confidently with unclear or changing situations.
- Judgment – Investigates thoroughly to gather relevant information to make informed decisions.
- Collaborative – Partners with others to realize desired results.
- Resourceful – Finds alternative solutions to overcome problems and/or limitations.
- Leader – Leads from the front, facilitates, prompts, asks tough questions, and holds people accountable.
