Job Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, 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. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland - Unlocking digital performance. Delivering measurable results

Managers in this role get to:

Impact the Bottom Line

• Drive and manage the overall performance of a team of Consultants.
• Ensure achievement and consistent delivery of all operational and client KPI targets.
• Identify performance gaps and implement action plans for continuous improvement.

Strengthen Relationships & Team Engagement

• Manage attrition, shrinkage, attendance, and other critical workforce metrics.
• Foster a culture of accountability, collaboration, and high employee engagement.
• Build strong working relationships with internal and external stakeholders.

Coach and Develop Talent

• Provide structured coaching, mentoring, and performance management.
• Conduct regular performance reviews and development planning.
• Support career growth and readiness of team members through effective coaching strategies.

Provide Business Insights

• Analyze team performance data, customer trends, and operational opportunities.
• Provide insights and recommendations to Operations Leadership.
• Ensure compliance with company and client standards, policies, and procedures.

Drive Organizational Initiatives

• Support and implement company-wide initiatives, process improvements, and engagement programs.
• Uphold and strengthen Sutherland’s service excellence and reputation.

Qualifications

Must-Have (Non-Negotiable Requirements)

• Coaching Certification required
• Minimum of 1 year leadership experience in a BPO

Preferred (Good-to-Have Qualifications)

• Experience supporting Banking, Financial Services, or Insurance (BFSI) accounts
• Background in Compliance-driven programs or regulated environments
• Exposure to risk management, quality, or regulatory operations is an advantage

Core Competencies

• Proficiency in Microsoft Office and reporting tools
• Strong analytical skills with ability to interpret data, identify trends, and recommend solutions
• Excellent verbal and written communication skills
• Strong stakeholder management and relationship-building skills
• Ability to thrive in a fast-paced, performance-driven environment
• Highly proactive, collaborative, and team-oriented mindset

Additional Information

Internal Candidates:

• Must have served as VTM (Virtual Team Manager) for at least several months
• Completed TMU Essentials
• Demonstrated good behavioral and performance standing
• Achieved PDP Score of 4 or 5 for FY25