About the position
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 you'll 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, and team attendance infractions insights through internal Sutherland attendance tool. Provide ideas that can help the client improve their product, business, processes and/or policies. Present team performance to clients on an as-needed basis. As a 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 flags on employee retention, and partner with Operations Manager on stay interviews. Keep employees in the loop for any internal and external updates, have the team participate in site and program employee engagement activities, and come up with team level mini engagement activities to hype morale.
Responsibilities
- Manage team performance with respect to Customer Experience metrics (Resolution and CSAT).
- Conduct call listening and behavioral coaching.
- Set effective action plans to address team level variation.
- Accomplish weekly deliverables including coaching compliance and weekly audit requirements.
- Provide insights on team attendance infractions through internal tools.
- Present team performance to clients as needed.
- Build relationships to address team attendance and attrition.
- Improve employee morale and set up accountability discussions.
- Report potential red flags on employee retention.
- Keep employees informed of internal and external updates.
- Facilitate team participation in employee engagement activities.
Requirements
- 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 US-based internals in a current Team Manager or SME role, including those willing to relocate to the Tulsa, OK area.
- Must be able to work onsite; this is not a hybrid or remote role.
- Ability to work in a fast-paced environment.
- Proactive in developing trust and professional rapport with employees and team members.
- Strong analytical skills to interpret data, identify trends, and make suggestions for improvements.
- Strong verbal and written communication skills.
