Operations Manager | US Banking - Customer Service
Company Description
Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager. 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
* 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.
* 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.
* 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
* 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 experience – knowledgeable on US Banking, Customer Service processes, and services.
* Experience in managing, and directing associates/sr associates, team manager resources spanning 100 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.
INTERNAL:
* Must have FY23 PDP score of Exceeds Most or Clearly Exceeds
* Tenure of at least 18 months
* No Active DA
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Banking
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