Teams at Sutherland

Manage and monitor CX reporting, analyze trends and anomalies, maintain and enhance Power BI dashboards, build dataflows and visualizations, validate data refreshes, summarize findings for leadership, and document reporting logic and definitions. The role partners with business stakeholders to translate strategic goals into Power BI updates and deliver accurate, actionable insights.

Lead technical trainer responsible for designing and facilitating new-hire, progression, and enhancement training for customer service consultants. Coaches employees, analyzes performance and training needs, supports KPI improvement, promotes customer-centric communication, and creates positive, interactive learning environments. Requires strong facilitation, coaching, communication, organization, cultural sensitivity, customer service, and Microsoft Office skills.

Lead the operational management and optimization of US credit card originations and account-opening processes. Oversee application intake, identity verification, underwriting support, credit decisioning, funding, and account setup while ensuring compliance with applicable regulations. Serve as the primary subject matter expert for operations teams, support cross-functional alignment, develop learning strategies, and improve process efficiency. The role requires deep knowledge of credit bureaus, scoring, risk-based pricing, KYC, AML, adverse action requirements, and payment network originations.