Team Manager, Banking Program (BPO/Business Transformation Leadership Experience Required!!)

Sutherland • Tulsa, OK

228d • Onsite

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 within a BPO setting - 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. You will address team level variation through targeted coaching for outliers and involving on Continuous Improvement activities. You will 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. You will provide ideas that can help the client improve their product, business, processes and/or policies and present team performance to clients as needed. As a client advocate, you will 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. You will 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.

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
• 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 and identify trends
• Strong verbal and written communication skills

Responsibilities

• Manage team performance with respect to Customer Experience metrics (Resolution and CSAT)
• Conduct call listening and behavioral coaching
• Set effective action plans for team improvement
• Address team level variation through targeted coaching for outliers
• Involve in Continuous Improvement activities
• Accomplish weekly deliverables including coaching compliance and action plans
• Conduct weekly audits and call scrubbings
• Provide insights on team attendance infractions
• Provide ideas for client product and process improvements
• Present team performance to clients as needed
• Build relationships to address team attendance and attrition
• Improve employee morale
• Set up accountability discussions on attendance and performance challenges
• Report potential red flags on employee retention
• Partner with Operations Manager on stay interviews
• Keep employees informed on internal and external updates
• Facilitate team participation in employee engagement activities
• Develop team level mini engagement activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries