Sutherland Global Services is seeking a dynamic and strategic-thinking person to join us as a **Service Delivery** **Director overseeing our Banking Vertical** **in Barranquilla**. We are a group of forward-thinking and hard-working 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! **Banking Directors in this role 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 is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met **Improve the Company**: Make recommendations to enhance processes and boost ease and efficiency **Strengthen Relationships**: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations - 5+ years of BPO senior leadership experience overseeing **US Customer Service** campaigns/accounts (specific banking experience is **not **needed) - Strong client-facing experience/skill set - Ability to be creative and resourceful in finding effective solutions to problems and situations - Strong analytical skills - be able to interpret data, identify trends, and make suggestions for improvements - Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem-solving skills - Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Persistence in working through challenges and doing whatever it takes to get the job done - Demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts - Ability to be strategic in developing solutions and process improvements