Operations Manager

1 week ago

San Fernando, Central Luzon, Philippines Sutherland Full time
Company Description

Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager- Banking and Financial Services. 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 Plans
  • Team 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 banking / financial services/fintech experience – knowledgeable on Customer Service processes, and services.
  • Experience in managing, and directing associates/sr associates, team manager resources spanning 100 to 150 for Manager.
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
  • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
Additional Information

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

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