Sutherland seeks an attentive and goal-oriented person to join us as a Service Delivery Manager. We are a group of driven and hard-working 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:

• Monitor customer service metrics: response time, first-call resolution, customer satisfaction, etc. and develop strategies to improve these metrics.
• Analyze customer feedback and identify areas for improvement in a customer service operations environment.
• Collaborate with cross-functional teams to improve customer processes and systems.
• Ensure compliance with company policies and procedures, as well as legal and regulatory requirements.
• Stay up-to-date with industry trends and best practices.

Our most successful candidates will have:

• A Bachelor’s Degree holder is preferred but not required.
• Three years of operations and management experience; Process transformation experience -good to have.
• Three to Four years of experience and knowledge in supporting US Banking/Financial programs as a customer service line of business.
• Experience of managing, directing associates/sr associates, team manager resources with span of 100 for Manager.
• Experience and knowledge in managing customer service KPIs such as AHT and NPS/CSAT.
• 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.
• Ability to work in a fast-paced, dynamic environment.

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