Sr Account Manager - Banking and Financial Services

Sutherland Global; San Fernando; On-site; PHP 669,600 - 892,800; Full time

Job summary

Sutherland Global is looking for a candidate in San Fernando, Bukidnon, Philippines to lead operations and drive organizational excellence. The ideal applicant will have 8-10 years of experience, preferably in US banking operations, and strong communication skills. Responsibilities include addressing customer service challenges, managing financial performance, and leading a team. This role offers an opportunity to significantly influence operational goals and client engagement strategies.

Qualifications

• 8–10 years of experience in operations or similar disciplines.
• Experience in US banking operations is a plus.
• Ability to manage multiple projects and resources simultaneously.

Responsibilities

• Identify and drive organizational changes to adapt to market demands.
• Solve complex customer service issues by identifying root causes.
• Work with leadership to achieve overall site goals.
• Set and monitor goals for Associate Managers and Team Managers.

Skills

Verbal communication

Written communication

Project management

Operating large-scale production

Education

Bachelor’s degree

Job description

Job Description

• Delivery Excellence
  • Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture and building next‑generation service delivery.
  • Partner with cross‑functional teams to identify and implement process improvement ideas, deploy RPA solutions, and gather analytical insights.
  • Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects.
• Customer Engagement and Issue Resolution
  • Solve complex customer service issues by proactively identifying root causes and addressing them to deliver sustained accuracy, productivity, quality and other key performance metrics.
  • Conduct business with utmost integrity and ensure high standards of compliance are maintained.
  • Lead interactions with customers during weekly and monthly performance reviews.
  • Act as point of contact for first‑level escalation.
  • Ability to be customer‑oriented in managing communications and issues.
  • Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions.
• Internal Metrics Delivery & Reporting
  • Work with the leadership team to determine strategy to achieve overall site goals.
  • Maintain cost‑effective and stable workforce to handle seasonality and volatility of volumes.
  • Responsible for preparation of invoices and ensure timely submission to customers.
  • Review monthly financial performance reports and ensure the project is delivered within the budget and timelines approved by the SD head.
• Team Engagement
  • Set, monitor, and periodically review goals for Associate Managers and Team Managers.
  • Develop structure for tracking and reviewing key process metrics and conduct a weekly review of the performance of the process.
  • Conduct monthly one‑on‑one meetings with DRs and skip meetings with frontline associates.
• Leadership Development
  • Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player.

Qualifications

• A bachelor’s degree holder is preferred but not required.
• Candidates with 8–10 years of handling operations or similar disciplines will be considered with relevant project management experience, including experience in handling US banking operations.
• Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
• Specialized skill in running large‑scale production operations.
• Demonstrable experience and capability to manage multiple projects simultaneously and autonomously.
• Experience of managing, directly or matrix, project managers and technical resources with a span of 150 to 200 FTEs.
• Commercial experience in managing projects to budgetary constraints and where effective commercial change control has been incorporated.

All your information will be kept confidential according to EEO guidelines.