Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Account 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:
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.
Our most successful candidates will have:
All your information will be kept confidential according to EEO guidelines.
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they’re our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering services – the foundation that powers rapid innovation and scalable business transformation.
We’ve created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as-a-service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don’t just enable change — we engineer digital outcomes.
