Manager - Account Manager

Sutherland Global; Hinoba-an; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Sutherland Global is seeking an organized Operations Manager to lead a performance-driven team in our Philippines delivery center. You will coach, audit, and partner with senior managers to drive continuous improvement and ensure delivery of customer outcomes.

The role focuses on people management across 100–150 staff, with responsibility for coaching compliance, attendance insights, and process optimization in US Banking, Cash Apps and fintech workflows.

Qualifications

• 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.

Responsibilities

• Managing Cluster/Community Performance with weekly coaching sessions and call audits.
• Develop weekly huddles and Team strategy to achieve operational goals.
• Partner with Operations Manager on Continuous Improvement activities, training and action plans.
• Act as Client advocate by delivering weekly outputs and coaching compliance including RCAs and action plans.
• Provide attendance insights and ideas to improve client products, processes, and policies.
• Oversee people management including accountability discussions and training needs for 100–150 staff.

Skills

Operations management

Data analysis

Leadership

Multichannel support

Time management

Communication

Education

Bachelor’s degree

Job description

Company 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.