Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager. We are a group of driven 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!
Job Description
KEY RESPONSIBILITIES:
Delivery Excellence
o Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next generation service delivery
o Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights
o Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects
Customer Engagement and Issue Resolution
o Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics
o Conduct business with utmost integrity and ensure high standards of compliance are maintained
o Lead interactions with customer during weekly and monthly performance reviews
o Act as Point of Contact for first level of escalation
o Ability to be customer-oriented in managing communications and issues
o Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions
Internal metrics delivery & reporting
o Work with the leadership team to determine strategy to achieve overall site goals.
o Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes
o Responsible for preparation of invoices and ensure timely submission to customers
o Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head
Team Engagement
o Set, Monitor & Periodic review of goals for Associate Managers & Team Managers
o Develop structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process
o Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates
Leadership Development
Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a teamplayer.
Qualifications
Our most successful candidates will have:
- Candidates with 4 to 8 years of handling operations or similar disciplines will be considered with relevant project management experience, experience in handling telco, billing, sales LOB.
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
- Should have specialized skill in running large scale production operations.
- Demonstrable experience and capability to manage multiple projects simultaneously & autonomously.
- Experience of managing, direct or matrix, project managers, technical resources with span of 100 for Manager.
Internal:
- Must have FY25 PDP score of Exceed Most or Cleary Exceeds
- Tenure of at least 18 months
- No Active NDA
All your information will be kept confidential according to EEO guidelines.
Similar Jobs
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
