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Operations Manager

hace 2 meses

San Fernando, Chile Sutherland Global A tiempo completo
Company Overview:

Sutherland Global is a dynamic organization seeking a skilled Operations Manager - Collections to join our team. We are a group of driven and supportive individuals who thrive in a fast-paced environment.

Job Summary:

We are looking for a results-driven Operations Manager - Collections to lead our team in achieving operational excellence. The ideal candidate will have a strong background in operations and management, with a proven track record of process transformation and leadership.

Key Responsibilities:

As an Operations Manager - Collections, you will be responsible for:

  1. Cluster/Community Performance Management
    • Conduct weekly coaching sessions and call audits to ensure team members are meeting performance standards.
    • Lead weekly huddles to develop team strategies and achieve operational goals.
    • Collaborate with the Operations Manager on Continuous Improvement activities, training, and action plans.
  2. Client Advocacy
    • Deliver weekly deliverables, including coaching compliance, RCAs, and action plans.
    • Analyze team attendance infraction insights using our internal attendance tool.
    • Provide innovative ideas to enhance client products, business processes, and policies.
  3. People Management
    • Conduct accountability discussions on attendance and performance challenges.
    • Determine training needs to equip staff with fundamental skills and knowledge.
    • Keep employees informed about internal and external updates.
Requirements:

To be successful in this role, you will need:

  • A Bachelor's Degree or equivalent experience.
  • Three years of operations and management experience, with a focus on process transformation.
  • Three to Four years of experience in banking or financial services, particularly in collections.
  • Strong analytical skills, with the ability to interpret data, identify trends, and suggest improvements.
  • Demonstrated leadership skills, with the ability to take the lead in making improvements and resolving issues.
  • Excellent time management skills, with the ability to prioritize multiple schedules, meetings, and initiatives.
  • Strong verbal and written communication skills, with the ability to communicate clearly, constructively, and professionally.
  • Proficiency in MS Office applications.
Confidentiality:

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