Manager - Account Manager

Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager. We are a group of driven and supportive 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!

Responsibilities

Internal

- Must have FY26 PDP rating of Exceeds(4) Expectations or Outstanding(5)
- Tenure of at least 18 months
- No Active DA

Responsibilities

Complete weekly coaching sessions and call audits.; Complete weekly huddles and come up with Team strategy to achieve operational goals.; Partner with Operations Manager on Continuous Improvement activities, training and action plans.; Accomplish weekly deliverables, such as: · Coaching compliance inclusive of RCAs and action Plans; Team attendance infractions insights thru internal Sutherland attendance tool.; Provide ideas that can help the client improve their product, business, processes and/or policies.; Set up accountability discussions on attendance and performance challenges.; Determine training needs to equip staff with fundamental skills and knowledge.; Keep employees in the loop for any internal and external updates

Requirements

A Bachelor’s Degree is preferred but not required.; Three years of operations and management experience, process transformation experience.; Four to Five years of banking / financial services or fintech experience – knowledgeable on US Banking, Cash Apps and Customer Service processes.; Experience in handling omnichannel LOBs.; Experience in managing, and directing associates/sr associates, team manager resources spanning 100-150 for Manager.; Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements; Demonstrated leadership skills, be able to take the lead in making improvements and resolving issues; Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives; Strong verbal and written communication skills, be able to communicate in a clear, constructive, and professional manner.