Operations Manager | Banking and Financial Services

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

Job summary

Sutherland is seeking an organized and goal-oriented Operations Manager to join our team in the Philippines. You will lead performance, client advocacy, and people management for 100–150 FTEs, with focus on process improvement and service excellence.

The role emphasizes coaching, data-driven decisions, and clear communication. A Bachelor’s degree is preferred, with several years in operations and banking/service industry experience.

Qualifications

• Bachelor’s degree preferred but not required.
• 3 years of operations and management experience.
• 4–5 years in banking/financial services with US banking knowledge.
• Experience managing 100–150 FTEs.
• Strong analytical and leadership abilities.
• Excellent communication and MS Office skills.

Responsibilities

• Manage cluster/community performance and coaching.
• Lead weekly huddles and develop team strategy.
• Partner on continuous improvement and training plans.
• Serve as client advocate with deliverables and process insights.
• Set up accountability discussions and identify training needs.
• Keep staff informed of internal and external updates.

Skills

Operations management

Process transformation

Leadership

Data analysis

Communication

MS Office

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!

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 experience – knowledgeable on US Banking, Cards and Customer Service processes and services.

• Experience in managing, and directing associates/sr associates, team manager resources with a span of 100-150 FTEs.

• 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