Team Manager – Banking and Financial

Sutherland is looking for a talented Team Manager to join one of our growing Banking & Financial programs in Tulsa OK! If you have experience leading a team within the banking vertical we want to hear from you! 

As a Team Manager youll get to:

• Manage Team Performance: Improve team performance with respect to Customer Experience metrics (Resolution and CSAT) 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

Qualifications :

• At least 2 years of experience as a Team Leader/Team Manager in a BPO/Business Transformation setup
• Must have US banking and financial background credit card collections and/or auto loan
• Open to USbased internals in a current Team Manager or SME role including those willing to relocate to the Tulsa OK area (must come w/banking/financial domain experience)
• Must be able to work onsite this is not a hybrid or remote role
• Be able to work in a fastpaced environment
• Be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer
• Have strong analytical skills; be able to interpret data identify trends and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear constructive and professional manner

Additional Information :

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

EEOC and Veteran Documentation
During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.
At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Remote Work :

No

Employment Type :

Fulltime