Sr Operations Manager

10 hours ago

San Fernando, Central Luzon, Philippines Sutherland Full time

Sutherland is seeking an attentive and goal-oriented person to join us as a Sr Operations 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

Responsibilities:

Delivery Excellence

o   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

o   Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights

o   Persuasiveness in communicating and presenting the scope of Sutherland's products to industry prospects

Customer Engagement and Issue Resolution

o   Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics

o   Conduct business with utmost integrity and ensure high standards of compliance are maintained

o   Lead interactions with customer during weekly and monthly performance reviews

o   Act as Point of Contact for first level of escalation

o   Ability to be customer-oriented in managing communications and issues

o   Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions

Internal metrics delivery & reporting

o   Work with the leadership team to determine strategy to achieve overall site goals.

o   Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes

o   Responsible for preparation of invoices and ensure timely submission to customers

o   Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head

Team Engagement

o   Set, Monitor & Periodic review of goals for Associate Managers & Team Managers

o   Develop structure for tracking and review  of key process metrics and conduct a weekly review of the performance of the process

o   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.

Our most successful candidates will have:

  • A Bachelor's Degree holder is preferred but not required.
  • Candidates with 10-12 years of handling operations or similar disciplines will be considered with relevant project management experience, experience in handling US Banking operations preferred.
  • 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 to 200 FTEs.
  • Commercial experience in the management of projects to budgetary constraints and where effective commercial change control has been incorporated.

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