Job Description At Sutherland, we are committed in building a dynamic work environment that is meaningful and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Service Excellence Manager who will be responsible for process improvements to reduce variation and waste. If you are interested in a global career, with skills in Lean and Six Sigma, do not miss this opportunity! As a Service Excellence Manager, you will innovate process improvement projects to achieve internal and external goals while earning maximum potential revenue and margin. You will contribute by: Key responsibilities: - Working collaboratively with the Service Delivery (SD) team, for achieving optimal results on Client KPI metrics, Shrinkage, Capacity, and help SD team achieve Client promoter status, - Support the SD team in reaching Platinum Standards through gap analysis and improvement projects. - Lead Projects that deliver high impact, financialgains, such as Bonus maximization, Penalty management and operational costs reduction. - Work closely with the assigned SD portfolio Directors, and Account Managers, and providing them proactive alerts on the health of their Accounts - Support program leadership in upholding compliance in all organization policies and standard procedures, Validate control plans and governance processes set up in the business - Maintain and publish Service Excellence dashboards (like projects, SE action item tracker, etc.) **Qualifications**: