Manager - Account Manager

Sutherland; Angeles; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Operations Manager to join our team in the Philippines. This role focuses on driving cluster performance, conducting coaching sessions, and coordinating team strategy to meet operational goals.

You will act as a client advocate, ensuring timely delivery of coaching, RCAs, action plans, and attendance insights while proposing improvements for products, processes, and policies.

Qualifications

• Bachelor's degree preferred but not required.
• 3 years of operations and management experience; process transformation.
• 4–5 years of banking/financial services or fintech experience; US Banking, Cash Apps and customer service processes.
• Experience in handling omnichannel LOBs.
• Experience managing 100–150 staff for Manager.
• Strong analytical, leadership, time management, and communication skills.
• Internal: FY26PDP rating of Exceeds(4) or Outstanding(5); tenure of at least 18 months; No Active DA

Responsibilities

• Manage Cluster/ Community Performance: coach sessions, call audits, weekly huddles and team strategy for goals; partner on continuous improvement activities, training and action plans.
• Client advocate: deliver weekly outcomes including coaching compliance, RCAs and action plans; attendance insights; suggest process improvements.
• People management: conduct accountability discussions on attendance and performance; determine training needs; keep staff informed of updates.

Skills

Leadership skills

Analytical skills

Time management

Communication skills

Problem solving

Organizational skills

Banking/Fintech experience

Education

Bachelor’s degree preferred

Job description

Sutherland is seeking an organized and goal-oriented person to join us as anOperationsManager. We are a group of driven and supportive 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

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

Qualifications

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 FY26PDP rating of Exceeds(4) Expectations or Outstanding(5)
• Tenure of at least 18 months
• No Active DA

Additional Information

100% B&M, preferably candidates who can either join immediately or asap.