Subject Matter Expert

3 weeks ago

Angeles City, Central Luzon, Philippines Sutherland Full time

Company Description

Sutherland is seeking a diligent and self-motivated person to join us as a Subject Matter Expert for Service Delivery in our Pioneer Fintech Program. The ideal candidate will bring deep industry knowledge and hands-on experience in the BFS domain and will support training initiatives, new hire enablement, and act as a key knowledge resource across teams. This position is critical in ensuring the alignment of operational goals with client expectations, while mentoring new hires and Tier 1 experts.

Job Description

Key Responsibilities:

  1. Serve as a subject matter expert for the BFS domain, ensuring accuracy and consistency in program knowledge and client deliverables.
  2. Support Tier 1 experts with complex queries, escalations, and real-time assistance.
  3. Contribute to knowledge base creation, updates, and maintenance.
  4. Provide mentoring and feedback to new hires during nesting or ramp-up phases.
  5. Monitor trends in performance and quality to provide actionable insights.
  6. Ensure adherence to compliance, data security, and client-specific guidelines.
Qualifications

ROLE REQUIREMENTS

  • Will report onsite
  • 12 months of experience in BFS vertical
  • Experience with complex customer scenarios in payments, or e-commerce
  • Experience mentoring, training, or onboarding new team members is strongly preferred.
  • Excellent communication skills (written and verbal) and the ability to simplify complex BFS concepts.
  • High attention to detail and ability to work under pressure.
  • Strong problem-solving skills and a customer-centric mindset.
Internal
  • Must have PDP score of Exceeds Expectations (4) or Outstanding (5), averaging 3 months, a review of FY24 may be required
  • Must have no Active DA
Additional Information

The candidate will report to a team manager.
They will undergo the same product knowledge and certification as Tier 1 agents.
50% of the time, they will be in a productive state to ensure that product knowledge and experience are concrete.

(Internal) - this should be taken against our Tier 1 class requirement, following 1:100 for now.

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