Job Description:

Position Summary
The Director for customer experience owns the deployment of Sutherland's
quality framework in a cluster of programs and partners with the business
leaders, to ensure compliance to all contractual /client deliverables,
continuous improvement of customer experience, talent development and
deployment of Sutherland IT platforms to drive our strategic business goals.
* 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 CIP framework to deliver a ‎50% reduction in all defect types.
* Deliver a ‎15% increase in share of wallet in one key strategic account 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 Cluster have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.
* Implement a weekly cadence of reviewing the business insights 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
* Represent the Sutherland customer experience on internal and external forums
* Perform any other assigned tasks as required by the leadership team.

Qualifications:

Job Qualifications
Qualifications (Knowledge, Skills & Abilities):
* A strong background in Customer Experience management, data analysis and continuous improvement
* Lean Six Sigma/CI Methodologies/Design Thinking Certified & Trained
* Experience with evolving technologies in the areas of Service Monitoring/Data, Analytics
* Prior Work Experience in other functions like Service Delivery, Training, etc.
* Excellent presentation and facilitation skills for conducting group sessions
* Possess strong planning and organizational skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently
* Superb written and verbal communication and interpersonal skills

Education and Experience
* Professional degree or a degree in Operations / Statistics or work experience
* Min ‎10 years in the BPO industry with at least ‎2 different customer management roles; a strong understanding of CLM and BLM BPO operations.
* Min ‎6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment
* An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs

Principle Accountabilities
* Responsible for enhancing the Customer Effort Analysis , Insights & Action Planning for the one strategic account in the geo. Driving improvements across the customer's touchpoints, time to resolution, repeats, transfers and boost revenue generation for the client.
‎20%

• Design & Implement the CI framework ‎2.0 to improve results as a result of partnering with CLS, SD & TA. This includes ownership to identify opportunities for mistake proofing, limitations due to client policies and processes, etc.

‎20%

• 
  

  Lead the CE_Operations, including client engagements as an executive owner for ‎1 key strategic account globally
  ‎10%

  
  


• 
  

  Lead and drive initiatives to deliver improvements in the bi-annual Client NPS for Sutherland.

  
  

‎10%

• Monthly analysis of emerging trends to identify the shift in performance, new trends in issues handled, cost of support, general KPI's.

‎10%

• Partner with the geo service delivery team to drive excellence in operations (reduction of customer effort and touchpoints per resolution) to deliver a ‎15% increase in the share of wallet in the assigned strategic account

‎10%

• Leads activities related to Succession Planning & Talent Development initiatives in the geo

‎10%

Key Competencies

COMPETENCIES

LEVEL

CORE DESCRIPTION (not limited to)

KEY MANIFESTATIONS (not limited to)

Domain Expert

Intermediate

Displays subject matter expertise in differentiator areas for success within
the function /role

• Provides thought leadership on various aspects of the Customer experience role


• Problem solving skills

Effective Presenter

Intermediate

Creates a narrative, motivates, and inspires others. Great story telling
skill. Expert presentation skill across mediums.

• Quickly evaluates the skill level of the audience and adapts the presentation style


• Engages the audience


• Meticulous pre-work / preparation

Efficient Execution

Advanced

consistently identifies and implements time/cost savings while retaining a
focus on quality.

• Extensive planning, documentation and tracking of progress


• Adherence to timelines and commitments

Intellectual Horsepower

Intermediate

possesses top tier capacity for reasoning, logic, critical
thinking, & problem solving.

• Ability to connect the dots w.r.t. changes in the business environment and mitigate any impact to the business


• Ability to place oneself in specific situations and gain a contextual awareness of issues


• Implements out-of-the-box solutions to solve business issues

Tech Acumen

Intermediate

proficient & experienced in key areas of Data, Analytics, Automation, AI/ML,
Cloud, and high impact omni channel engagements. Understands what these
technologies can and cannot do and renowned for expertise with our clients and
our people.

• High level of awareness of the Sutherland suite of IT/Platform products


• Ability to recognize opportunities to implement technology solutions


• Able to effectively present a technology led solution to stakeholders

Competitive

Intermediate

has a will to win, focused on
driving outcomes while remaining professional and respectful.

• Has an opinion and will fight for the same in a professional manner


• Open to unorthodox ideas that drive results

Virtual Influencer

Intermediate

role model 'digital native'
adept at the use of digital tools for online communication and collaboration
with employees, peers, and clients.

• Early adopter of digital collaboration tools


• Facilitates the same digital adoption by the whole team


• High availability and expert at ‎1 to many communication.

Agility

Intermediate

adaptable to incremental change and sudden disruptions, can flex at speed,
assesses risk and make decisions nimbly, copes well with ambiguity and
complexity.

• Able to view the big picture and respond to customer/business needs


• Able to make good business decisions with limited data based on prior experience and good intuition.

Measures of Success

Objectives (Outcomes)

Towers

Key Results Areas (Activities)

Outputs

Measurable Metrics

‎1

Customer Effort Reduction

‎1, ‎2, ‎3

• FCR and resolution improvement


• Improved revenue generation per call


• Transfer reduction


• Resolution Dashboard


• Customer Effort Score


• FCR / IR


• Transfer percentage

‎2

Execution of the CI framework

‎3

• Speed to proficiency for new hires to meet business goals on performance and productivity


• Reduction in performance variation between the top and bottom quartiles to <‎25%


• Improvement in count / percentage of tenured consultants meeting goals by ‎5% every quarter.


• CI ‎2.0 Document (m/w)


• Nesting performance


• Q1-Q4 (difference)


• PAMA (Percentage of consultants meeting attainment)

‎3

Customer Experience Enhancement

‎1

• Evaluate opportunities for self-service that can be implemented thru client intervention (tech aided)


• Reduce the defects on drive to self-service where the client PnP recommends the same by ‎50% (people opportunities)


• Monthly Process Improvement Recommendations Document (client facing - deck)


• Reduction in the percentage of specific call types handled


• Reduction of repeats

‎4

Improve Reference-ability

‎1

• Take actions to Improve NPS performance by ‎1-‎3 points in the Bi-annual survey measured thru the "improved customer experience / innovation" questions


• Improved share of wallet


• Action Tracker for the NPS improvement Plan


• Monthly status readout to CRP and account Leaders


• NPS survey


• Revenue growth

‎5

Capability/Talent Development

‎4

• Link to the HouseSlide_for Transformation (Open)


• Lean six sigma


• Design thinking


• SA/Sutherland Perform


• Cost benefit analysis and building business cases


• CE Learning Paths / Programs


• IDPs for Directors +


• Succession Plans for all Director + Roles


• Completion of CE Learning Paths per Level


• Internal Movement / Promotions for Open Roles (L5 below)

‎6

Revenue Growth

‎5

• Improve quality of service, reduce customer effort and cost per incident to drive a ‎15% growth in the topline of the assigned strategic account


• Glide path for key account


• Revenue realization

‎7

Financials/ Operational Efficiencies

‎3

• Quality ratio improvement (QA: FL and QA: QM) by ‎10% in BAU businesses


• Budget savings of ‎5%


• Glide Path for BAU Ratios and ‎5% savings


• QA: FL and QA: QM Ratios


• Actuals vs. LE vs. Plan