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

Responsibilities:

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 PlansTeam 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 to 200 FTEs.Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsDemonstrated leadership skills; be able to take the lead in making improvements and resolving issuesAbility to efficiently manage time and keep track of multiple schedules, meetings, and initiativesStrong 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 monthsNo Active DA

Additional Information

All your information will be kept confidential according to EEO guidelines.