Manager - Account Manager

Sutherland; Masamat; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Sutherland in the Philippines is seeking an Operations Manager to lead a banking and financial services team. You will oversee cluster performance, coach staff, and partner with senior management on improvements.

The role requires hands-on leadership, strong analytical and communication skills, and the ability to manage 100–150 staff across omnichannel lines of business.

Qualifications

• Three years of operations and management 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.
• Strong analytical skills with data interpretation and trend identification.
• Demonstrated leadership with ability to drive improvements and resolve issues.

Responsibilities

• Manage cluster/community performance with weekly coaching sessions, huddles, and strategy development.
• Act as client advocate by delivering weekly deliverables, attendance insights, and process improvement ideas.
• Lead people management by setting accountability discussions, identifying training needs, and keeping staff aligned with updates.

Skills

Leadership

Analytical skills

Communication

Time management

People management

Process improvement

Education

Bachelor's degree preferred

Job description

Operations Manager | Banking and Financial Services

• Full-time

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!

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

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

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