Company Description

Sutherland is seeking a dynamic and strategic-thinking leader to join us as a Service Delivery Director overseeing one of our growing global Insurance programs!

We are a group of forward-thinking individuals with a focus on digital transformation. If you’re 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

In this role you’ll get to:
-    Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. 
-    Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance. 
-    Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction

-   Take the lead: Perform strategic analysis with business performance data to address client and customer needs; drive financials to ensure results and commitments are met. 
-    Improve the Company: Make recommendations to enhance processes and boost ease and efficiency utilizing Sutherland digital solutions. 
-    Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. 
-    Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.

 

Qualifications

Our most successful candidates will have:

8+ years of BPO/Business Transformation leadership experience along with experience implementing digital transformation initiatives to improve outcomes Insurance P&C experience is preferred, but open to those coming from the healthcare, banking, or other financial services industry if the candidate has experience in digital transformation/new tech implementation projects8+ years managing customer support within and outside of the US (near/offshore experience is a plus)Oversight of at least 250+ headcount is preferred

 Other qualifications:

Executive presence - ability to confidently communicate and present to internal leadership and clients at every levelOpen to traveling once or twice per quarterCreativity and resourcefulness in finding effective solutions to problems and situationsCustomer-oriented in managing communications and issues; have strong interpersonal and problem-solving skillsAbility to be pro-active in developing trust and professional rapport with employees and team members; work as a team playerPersistence in working through challenges and doing whatever it takes to get the job doneDemonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement effortsAbility to be strategic in developing solutions and process improvementsAbility to efficiently manage time and keep track of multiple schedules, meetings, and initiatives

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.