Operations Manager | Banking and Financial Services

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Operations Manager to oversee cluster performance and drive improvements across our banking/fintech operations. This role emphasizes leadership, data analysis, and delivering measurable outcomes for clients.

You will coach teams, lead meetings, analyze data for trends, and coordinate training and action plans while ensuring timely deliverables and continuous process enhancements. Immediate start is preferred; remote options are not specified.

Qualifications

• Bachelor's degree 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; familiar with US Banking, Cash Apps and Customer Service processes.
• Experience in handling omnichannel lines of business.

Responsibilities

• Manage Cluster/Community Performance.
• Complete weekly coaching sessions and call audits.
• Lead weekly huddles and set team strategy to achieve goals.
• Partner with Operations Manager on continuous improvement activities and training.
• Act as client advocate and deliver weekly outcomes.
• Provide ideas to improve product, business, processes, and policies.
• Manage people and conduct accountability discussions on attendance and performance.

Skills

Leadership

Strategic thinking

Data analysis

Communication

Time management

People management

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 Description

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.