Total 4 job vacancies by Sutherland

• Managing Team Performance: Improve team performance on 1st Party Collections KPIs through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
  • Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings
    • Team attendance infractions insights thru internal Sutherland attendance tool
    • Provide ideas that can help the client improve their product, business, processes and/or policies
    • Present Team Performance to Clients in as needed basis
       
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
  • Set up accountability discussions on attendance and performance challenges
  • Report potential red flag on employee retention and partner with Operations Manager on stay interviews
  • Keep employees in the loop for any internal and external updates
  • Have Team participate on Site and Program employee engagement activities
  • Come up with Team level mini engagement activities to hype morale

Responsibilities:

• Showcase strong process-based culture. To lead, develop and motivate a high-performance team of support professionals to deliver excellent support and customer service in an accurate and timely manner.
• Builds and manages a team of Team leader, associates with a high level of employee satisfaction and commitment. Regularly communicates customer satisfaction survey results and other business critical metrics around performance and makes needed adjustments.
• Primary source of guidance to the Accounts Payable team. Continuously monitor team’s conformance to processes and adequacy of controls over duplication checks and accurate payments.
• Set up calls/meetings as and when required. Effectively communicates with all customer segments, SLAs, and business partners.
• Manage multiple accounts payable work streams and processes globally, including accurate and rapid processing & accounting, real-time reporting, internal escalation to drive proactive processing.
• Ensure distribution of work among team members in due fairness. Fosters collaboration and knowledge sharing between all team members. Provide/facilitate “tech-talks” with the team members, maintain and improve personal technical skills, review open and closed cases, and monitor daily activity in the queue.
• Analyses trends/data and drives development of plans to take advantage of potential opportunities.
• Reports out statistics and performance to the client manager and maintain healthy relationship.
• Run regular 1:1 with the team leaders and skip level meeting with the team members. Conducts regular effective Team meetings.

Responsibilities:

  Delivery Excellence

o   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 build next generation service delivery

o   Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights

o   Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects

 Customer Engagement and Issue Resolution

o   Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics

o   Conduct business with utmost integrity and ensure high standards of compliance are maintained

o   Lead interactions with customer during weekly and monthly performance reviews

o   Act as Point of Contact for first level of escalation

o   Ability to be customer-oriented in managing communications and issues

o   Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions

Internal metrics delivery & reporting

o   Work with the leadership team to determine strategy to achieve overall site goals.

o   Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes

o   Responsible for preparation of invoices and ensure timely submission to customers

o   Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head

Team Engagement

o   Set, Monitor & Periodic review of goals for Associate Managers & Team Managers

o   Develop structure for tracking and review  of key process metrics and conduct a weekly review of the performance of the process

o   Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates

Leadership Development

Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a teamplayer.

As a Sr. Associate Manager - Training, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.

Key Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards

• Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes

• Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps

• Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions

• Participate in planning and deploying training initiatives that support operational goals and business needs

• Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary

• Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders

• Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership