Account Manager

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.

Sutherlandis seeking an attentive and goal-oriented person to join us as an Account Manager. We are a group of driven and hard-working 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

Delivery Excellence

• Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next generation service delivery.
• Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights
• Persuasiveness in communicating and presenting the scope of Sutherland's products to industry prospects

Customer Engagement and Issue Resolution

• Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics
• Conduct business with utmost integrity and ensure high standards of compliance are maintained
• Lead interactions with customer during weekly and monthly performance reviews
• Act as Point of Contact for first level of escalation
• Ability to be customer-oriented in managing communications and issues
• Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions

Internal metrics delivery & reporting

• Work with the leadership team to determine strategy to achieve overall site goals.
• Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes
• Responsible for preparation of invoices and ensure timely submission to customers
• Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head

Team Engagement

• Set, Monitor & Periodic review of goals for Associate Managers & Team Managers
• Develop structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process
• Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates

Leadership Development

• Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a teamplayer.

• Candidates with 12-15 years (for Senior Manager, 10-12 years for Manager) of handling operations or similar disciplines will be considered with relevant project management experience, experience in handling telco, billing, sales LOB.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
• Should have specialized skill in running large scale production operations.
• Demonstrable experience and capability to manage multiple projects simultaneously & autonomously.
• Experience of managing, direct or matrix, project managers, technical resources with span of 150 for Senior Manager & 100 for Manager.

Internal:

• Must have PDP score of Exceeds Expectations or Outstanding.
• Tenure of at least 18 months.
• No Active DA.

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