Manager | Banking and Financial Services

Company Description:

Sutherland is seeking an attentive and goal-oriented person to join us as an Account 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!

Job Description:


  • Monitor customer service metrics: response time, first-call resolution, customer satisfaction, etc. and develop strategies to improve these metrics.
  • Analyze customer feedback and identify areas for improvement in a customer service operations environment.
  • Collaborate with cross-functional teams to improve customer processes and systems.
  • Ensure compliance with company policies and procedures, as well as legal and regulatory requirements.
  • Stay up-to-date with industry trends and best practices.


Our most successful candidates will have:

  • A Bachelor’s Degree holder preferred but not required.
  • Three years operations and management experience; Process transformation experience -good to have.
  • Four to Five years experience and knowledge in supporting financial/banking programs as a customer service line of business.
  • Experience of managing, directing associates/sr associates, team manager resources with span of 100 for Manager.
  • Experience and knowledge in managing customer service KPIs such as AHT and NPS/CSAT.
  • 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
  • Excellent working knowledge of MS Office applications.
  • Ability to work in a fast-paced, dynamic environment.

Additional Information:

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

To apply for this job please visit

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