About the company
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
- 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
- Internal: Must have FY26 PDP rating of Exceeds(4) Expectations or Outstanding(5), tenure of at least 18 months, no Active DA
Conditions
- 100% B&M, preferably candidates who can either join immediately or asap