Operations Manager
3 hours ago
Company Description
Sutherland is seeking an organized and goal-oriented person to join us as a Operations Manager/Sr Manager - Collections. 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:
- Managing Cluster/Community Performance
- Complete weekly coaching sessions and call audits.
- Complete weekly huddles and develop team strategies to achieve operational goals.
- Partner with Operations Manager on continuous improvement activities, training, and action plans.
Client Advocate
- Achieve weekly deliverables, such as coaching compliance including RCAs and action plans.
- Monitor team attendance infractions through internal Sutherland attendance tools.
- Provide ideas to help the client improve their product, business, processes, and policies.
People Management
- Conduct accountability discussions on attendance and performance challenges.
- Determine training needs to equip staff with fundamental skills and knowledge.
- Keep employees informed about internal and external updates.
Qualifications
- A Bachelor's Degree is preferred but not required.
- At least three years of operations and management experience, including process transformation.
- Three to four years of banking/financial services experience, particularly in collections.
- Strong analytical skills to interpret data, identify trends, and suggest improvements.
- Demonstrated leadership skills to lead improvements and resolve issues.
- Ability to manage time efficiently and handle multiple schedules and initiatives.
- Excellent verbal and written communication skills.
- Proficiency in MS Office applications.
Additional Information
All your information will be kept confidential according to EEO guidelines.
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