Operations Manager | Banking and Financial Services

Sutherland; Angeles; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Sutherland is seeking an organized Operations Manager to lead banking/financial services operations in Angeles, Philippines. The role focuses on performance coaching, client advocacy, and people management across 100–150 staff to achieve service goals.

The candidate should have 3+ years in operations leadership, 4–5 years in banking/fintech, and strong data-driven decision skills to drive continuous improvement.

Qualifications

• Bachelor’s degree preferred but not required.
• 3 years operations and management experience; process transformation.
• 4–5 years in banking/fintech; knowledge of US Banking, Cash Apps and Customer Service processes.
• Experience in omnichannel LOBs.
• Experience managing 100–150 staff for Manager.
• Strong analytical skills to interpret data and identify trends.
• Proven leadership to drive improvements and resolve issues.
• Excellent time management and multi-schedule coordination.
• Strong verbal and written communication.

Responsibilities

• Manage cluster/community performance with coaching, huddles, and strategy.
• Act as client advocate by delivering weekly commitments and improvement ideas.
• Oversee people management and training needs for 100–150 staff.

Skills

Operations management

Data analysis

Leadership

Process transformation

Omnichannel

Team management

Time management

Communication skills

US Banking

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.