Sr Operations Manager

Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Sr 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:

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.

Qualifications

Our most successful candidates will have:

• A Bachelor’s Degree is preferred but not required.
• Must be a seasoned Manager – minimum of 3 to 4 years.
• Three years of operations and management experience; Process transformation experience required.

• Experience in managing people, performance management - should not be only cross-functional experience.
• Have managed to 250 to 350 FTE’s as minimum.
• Experience in mentoring supervisors, coaches.
• Good understanding of people metrics and if can discuss any of his/her experiences around this
• Experience in client-facing operations.

Additional Information

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