Operations Manager | Banking and Financial Services

Sutherland; Mabalacat; On-site; PHP 420,000 - 780,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Operations Manager for Banking and Financial Services in the Philippines. The role focuses on managing performance, coaching, and client advocacy to drive improvements and meet operational goals.

The ideal candidate will have 3+ years in operations/management and 3–4 years in banking/financial services, especially US Banking Customer Service, with strong analytical, leadership, and communication skills. MS Office proficiency is required.

Qualifications

• A Bachelor’s Degree is preferred but not required.

Responsibilities

• 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.
• Accomplish weekly deliverables, such as: Coaching compliance inclusive of RCAs and action Plans.
• Team attendance infraction insights through internal Sutherland attendance tool.
• Provide ideas that can help the client improve their product, business, processes and/or policies.
• 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.

Skills

Operations management

Data analysis

Leadership

Communication

MS Office

Education

Bachelor’s Degree preferred

Tools

MS Office

Job description

Sutherland is seeking an organized and goal-oriented person to join us as anOperationsManager - Banking and Financial Services. 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!

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 infraction insights through 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.

• Three to Four years of banking / financial services experience – particularly in US Banking Customer Service.

• 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

• Excellent working knowledge of MS Office applications