Company Description
Sutherland is seeking an organized and goal-oriented person to join us as an Sr 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
Job Description
Operations Manager in this role get to:
1. Managing Cluster/Community Performance
- 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.
2. Client advocate
- 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.
3. People Management
- 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
Qualifications
Our most successful candidates will have:
- A Bachelor’s Degree is preferred but not required.
- Three years of operations and management experience; process transformation experience.
- Four to Five years of US banking / financial services experience – knowledgeable on US Banking, Customer Service processes (digital and cards services).
- Experience in managing, and directing associates/sr associates, team manager resources spanning 150 t0 200 FTEs.
- US Banking experience must be recent or within the past 2 years.
- 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.
Internal:
- Must have FY24 PDP rating of Exceeds(4) Expectations or Outstanding(5)
- Tenure of at least 18 months
- No Active DA
Additional Information
All your information will be kept confidential according to EEO guidelines.
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
