Operations Leader - Banking & Fintech Growth

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, 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.