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Strategic Process Transformation Specialist
hace 2 semanas
We are a dynamic organization seeking an experienced Operations Manager - Banking and Financial Services to join our team.
This role involves managing cluster/community performance, partnering with operations manager on continuous improvement activities, and serving as a client advocate.
Responsibilities:- Performance Improvement
- Lead weekly coaching sessions and call audits to ensure high-quality performance.
- Develop and implement team strategies to achieve operational goals during weekly huddles.
- Collaborate with the operations manager on continuous improvement initiatives, training programs, and action plans.
- Deliver weekly reports and action plans to ensure coaching compliance.
- Analyze attendance infractions using Sutherland's internal attendance tool.
- Provide innovative ideas to enhance the client's products, business processes, and policies.
- Conduct regular accountability discussions on attendance and performance challenges.
- Determine training needs to equip staff with essential skills and knowledge.
- Keep employees informed about internal and external updates.
- A Bachelor's Degree is preferred but not required.
- Three years of operations and management experience, with process transformation experience.
- Four to five years of banking/financial services experience, with knowledge of customer service processes and services.
- Experience in managing and directing associates/senior associates, team managers, and resources spanning 100 to 150 individuals.
- Strong analytical skills to interpret data, identify trends, and suggest improvements.
- Demonstrated leadership skills to take charge of making improvements and resolving issues.
- Ability to efficiently manage time and prioritize multiple schedules, meetings, and initiatives.
- Excellent verbal and written communication skills to convey information clearly and professionally.
