Banking Operations Leader — Performance & Transformation

Sutherland Global; Hinoba-an; Hybrid; PHP 600,000 - 850,000; Full time

Job summary

Sutherland Global is seeking an Operations Manager to oversee cluster performance, drive continuous improvement, and lead a team of staff across banking/fintech processes. This role emphasizes data-driven decision making, effective coaching, and strong client advocacy.

The ideal candidate will bring multi-channel experience, robust leadership, and excellent communication skills to manage complex schedules and initiatives in a fast-paced environment.

Qualifications

• Bachelor’s degree preferred but not required.
• 3+ years of operations and management experience; process transformation experience.
• 4–5 years of banking/financial services or fintech experience.
• Experience in handling omnichannel LOBs.
• Experience managing 100–150 staff (manager level).
• Strong analytical skills with ability to interpret data, identify trends and suggest improvements.
• Demonstrated leadership and ability to drive improvements and resolve issues.
• Strong verbal and written communication skills.

Responsibilities

• Manage cluster/community performance by coordinating weekly coaching sessions, call audits, weekly huddles, and team strategy to meet goals.
• Act as client advocate by delivering weekly outputs, coaching compliance, RCAs, and action plans, and providing improvement ideas.
• Lead people management through accountability discussions, identify training needs, and keep staff updated on internal/external changes.

Skills

Analytical skills

Leadership

Time management

Verbal communication

Written communication

Education

Bachelor’s degree preferred

Job description

Sutherland Global is seeking an Operations Manager to oversee cluster performance, drive continuous improvement, and lead a team of staff across banking/fintech processes. This role emphasizes data-driven decision making, effective coaching, and strong client advocacy.

The ideal candidate will bring multi-channel experience, robust leadership, and excellent communication skills to manage complex schedules and initiatives in a fast-paced environment.