About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland - Unlocking digital performance. Delivering measurable results
Job DescriptionManagers in this role get to:
Impact the Bottom Line
- Drive and manage the overall performance of a team of Consultants.
- Ensure achievement and consistent delivery of all operational and client KPI targets.
- Identify performance gaps and implement action plans for continuous improvement.
Strengthen Relationships & Team Engagement
- Manage attrition, shrinkage, attendance, and other critical workforce metrics.
- Foster a culture of accountability, collaboration, and high employee engagement.
- Build strong working relationships with internal and external stakeholders.
Coach and Develop Talent
- Provide structured coaching, mentoring, and performance management.
- Conduct regular performance reviews and development planning.
- Support career growth and readiness of team members through effective coaching strategies.
Provide Business Insights
- Analyze team performance data, customer trends, and operational opportunities.
- Provide insights and recommendations to Operations Leadership.
- Ensure compliance with company and client standards, policies, and procedures.
Drive Organizational Initiatives
- Support and implement company-wide initiatives, process improvements, and engagement programs.
- Uphold and strengthen Sutherland’s service excellence and reputation.
Must-Have (Non-Negotiable Requirements)
- Coaching Certification required
- Minimum of 1 year leadership experience in a BPO
Preferred (Good-to-Have Qualifications)
- Experience supporting Banking, Financial Services, or Insurance (BFSI) accounts
- Background in Compliance-driven programs or regulated environments
- Exposure to risk management, quality, or regulatory operations is an advantage
Core Competencies
- Proficiency in Microsoft Office and reporting tools
- Strong analytical skills with ability to interpret data, identify trends, and recommend solutions
- Excellent verbal and written communication skills
- Strong stakeholder management and relationship-building skills
- Ability to thrive in a fast-paced, performance-driven environment
- Highly proactive, collaborative, and team-oriented mindset
Internal Candidates:
- Must have served as VTM (Virtual Team Manager) for at least several months
- Completed TMU Essentials
- Demonstrated good behavioral and performance standing
- Achieved PDP Score of 4 or 5 for FY25
Skills Required
- Coaching Certification
- Minimum 1 year leadership experience in a BPO
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
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
