Manager - Account Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

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

Responsibilities include continuous improvement activities, training, client advocacy, and maintaining compliance through RCAs and action plans. The position involves leading a team of 100–150 and shaping staff training and attendance insights.

Qualifications

• Bachelor's degree preferred, not required.
• 3 years in operations and management; experience with process transformation.
• 4–5 years in banking/financial services or fintech; knowledge of US Banking, Cash Apps and customer service processes.
• Experience handling omnichannel lines of business (LOBs).
• Experience in managing 100–150 staff for a Manager level.
• Strong analytical skills; ability to interpret data, identify trends, and suggest improvements.
• Demonstrated leadership; ability to lead improvements and resolve issues.
• Effective time management across multiple schedules and initiatives.
• Strong verbal and written communication skills.

Responsibilities

• Managing Cluster/Community Performance
• Complete weekly coaching sessions and call audits.
• Weekly huddles and team strategy to achieve operational goals.
• Partner with Operations Manager on Continuous Improvement activities, training and action plans.
• Client advocate
• Coaching compliance including RCAs and action plans
• Team attendance insights via internal attendance tool
• Provide ideas to improve product, processes or policies.
• People management
• Accountability discussions on attendance and performance
• Determine training needs for staff
• Keep employees informed of internal and external updates

Skills

Operations management

Analytics

Leadership

Time management

Communication

Omnichannel

Team leadership

Fintech knowledge

Process improvement

Education

Bachelor's degree (preferred)

Job description

Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager. 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 De ion

Responsibilities:

• 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.
• 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.
• 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 FY26 PDP 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.