Associate 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

Job Summary:

We are looking for dynamic and engaging Trainers/Facilitators to deliver effective and interactive training programs for a new (to launch) omnichannel fintech account. As a Trainer/Facilitator, you will be a core driver of knowledge and skill transfer during the launch of a new Fintech account. You will deliver compelling, high-impact training across voice, chat, email, and app-based customer support channels to prepare agents to handle sensitive financial interactions. You will be responsible for facilitating new hire training, upskilling sessions, and product/process updates, while ensuring high learner engagement and retention.

Key Responsibilities:

• Deliver instructor-led and virtual training sessions for new hires and tenured employees.
• Facilitate training across various channels – voice, chat, email, and app-based platforms.
• Assist in developing training materials, job aids, and assessments in collaboration with content developers or SMEs.
• Track trainee progress, identify learning gaps, and provide real-time coaching.
• Conduct knowledge checks, simulations, and assessments to ensure learning objectives are met.
• Provide nesting and post-training support by collaborating with Team Leads and Quality.
• Collect and analyze feedback to suggest improvements in training delivery.
• Stay updated on fintech trends, compliance protocols, and customer engagement strategies.
• Program Launch Execution
  • Attend Train-the-Trainer sessions to master client products, tools, and customer personas.
  • Deliver NH Training and cross-skill training according to the established curriculum and timelines.
  • Support pilot class and early wave launches, acting as a liaison between learners, Operations, and Training Management.
  • Provide live chat and floor support during nesting and early production to reinforce learned behaviors.
• Channel-Specific Facilitation - customize facilitation approach for each channel:
  • Voice: role-play scenarios with payment disputes, authentication, and de-escalation.
  • Chat: simulate multitasking environments with time-bound customer interactions.
  • Email: coach on structured responses, grammar, and formatting.
  • App/Social: demonstrate handling of mobile-first experiences, emojis, and digital tone calibration.
• Facilitate Fintech process-specific learning: disputes, digital wallet issues, money transfers, error codes, account security.

• Bachelor's Degree or equivalent experience.
• 1-3 years of training or facilitation experience, preferably in a fintech or BPO setting.
• Experience handling omnichannel support preferred.
• Strong communication, presentation, and engagement skills.
• Proficient with MS Office and virtual training tools (Google Meets, MS Teams, Webex, etc.).

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