Operations Manager | Banking and Financial Services

📋 Description

• Manage cluster/community performance
• Complete weekly coaching sessions and call audits
• Complete weekly huddles and devise team strategy to achieve operational goals
• Partner with Operations Manager on Continuous Improvement activities, training, and action plans
• Accomplish weekly deliverables such as coaching compliance inclusive of RCAs and action plans
• Identify team attendance infractions insights through internal Sutherland attendance tool

🎯 Requirements

• Bachelor's Degree 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
• Experience in handling omnichannel LOBs
• Experience managing and directing associates/sr associates, team manager resources spanning 100-150
• Strong analytical skills; ability to interpret data, identify trends, and make improvement