Senior Operations Lead

hace 2 semanas


San Fernando, Chile Sutherland Global A tiempo completo
Job Overview

We are seeking an experienced Senior Operations Lead to join our team at Sutherland Global. In this role, you will be responsible for managing and directing a team of associates to achieve operational excellence.

Salary

The estimated salary for this position is $120,000 per year, based on national averages in the United States.

Responsibilities

As a Senior Operations Lead, your primary responsibilities will include:

  • Cluster/Community Performance Management
    • Conduct weekly coaching sessions and call audits to ensure high performance standards are met.
    • Lead weekly huddles to discuss team strategy and operational goals.
    • Partner with the Operations Manager on Continuous Improvement activities, training, and action plans.
  • Client Advocacy
    • Achieve weekly deliverables, including coaching compliance, RCA analysis, and action plan development.
    • Analyze team attendance infractions and provide insights using internal tools.
    • Develop ideas to improve client products, businesses, processes, and policies.
  • People Management
    • Set up accountability discussions for attendance and performance challenges.
    • Determine training needs to equip staff with fundamental skills and knowledge.
    • Keep employees informed about internal and external updates.
Qualifications

To succeed as a Senior Operations Lead, you will need:

  • A Bachelor's Degree (preferred) or equivalent experience.
  • At least three years of operations and management experience, preferably in process transformation.
  • Four to five years of banking/financial services experience, with knowledge of US Banking, Customer Service processes, and services.
  • Proven ability to manage and direct associates/senior associates, team managers, and resources.
  • Strong analytical skills, with the ability to interpret data, identify trends, and suggest improvements.
  • Demonstrated leadership skills, with the ability to take charge and resolve issues.
  • Effective time management and multitasking abilities.
  • Excellent verbal and written communication skills.

You must also meet our internal requirements, including a FY23 PDP score of Exceeds Most or Clearly Exceeds, tenure of at least 18 months, and no active disciplinary actions.



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