Operations Manager | Banking and Financial Services

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
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 or fintech experience – knowledgeable on US Banking, Cash Apps and Customer Service processes.
Experience in handling omnichannel LOBs.
Experience in managing, and directing associates/sr associates, team manager resources spanning 100-150 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.
Internal:
Must have FY26 PDP rating of Exceeds(4) Expectations or Outstanding(5)
Tenure of at least 18 months
No Active DA

Employment type
Full-time

Work arrangement
No