Manager Account Manager

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 Bachelors Degree is preferred but not required.
• Three years of operations and management experience; process transformation experience.
• Four to Five years of banking / financial services or fintech experience knowledgeable on US Banking Cash Apps and Customer Service processes.
• Experience in handling omnichannel LOBs.
• Experience in managing and directing associates/sr associates team manager resources spanning 100-150 for Manager.
• 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.

Internal:

• Must have FY26 PDP rating of Exceeds(4) Expectations or Outstanding(5)
• Tenure of at least 18 months
• No Active DA

Additional Information :

100% B&M preferably candidates who can either join immediately or asap.

Remote Work :

No

Employment Type :

Full-time