What are the responsibilities and job description for the Team Manager - Banking and Financial (Bi-lingual) position at Sutherland?

Contract Type : Permanent WAH

Location : Houston - TX

Date Published : 01-14-2025

Job ID : REF27116Y

Company Description :

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 Description :

Sutherland is launching a new program under our Banking / Financial Services vertical. We are looking to bring on a talented BI-LINGUAL Team Manager to lead the team! IF you have the leadership and vertical experience to ensure a successful launch, we want to hear from you!

As a Team Manager, you will get to :

Manage Team Performance : Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities

Accomplish weekly deliverables, such as :

Coaching compliance inclusive of RCAs and action Plans.

Weekly Audit requirement and call scrubbings

Team attendance infractions insights thru internal Sutherland attendance tool

Provide ideas that can help the client improve their product, business, processes and / or policies

Present Team Performance to Clients in as needed basis

Client advocate : Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale

Set up accountability discussions on attendance and performance challenges

Report potential red flag on employee retention and partner with Operations Manager on stay interviews

Keep employees in the loop for any internal and external updates

Have Team participate on Site and Program employee engagement activities

Come up with Team level mini engagement activities to hype morale

Qualifications :

At least 1-2 years of experience as a Team Leader / Team Manager in a BPO setup (US banking and financial background - credit card, collections or auto loan - major plus!)

MUST BE Bi-lingual Spanish / English

Be able to work in a fast-paced environment

Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player

Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements

Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

Willing to work remotely

Additional Information :

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

EEOC and Veteran Documentation

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note : YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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Team Manager - Banking and Financial (Bi-lingual)

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