Operations Manager - Service Delivery

Greetings from Sutherland!

We are hiring for an Operations Manager for our Hyderabad(Manikonda) location. This is a 5 day work from office opportunity with US shifts (6:30 pm - 3:30 am). Please see below the job description and qualifications required for the same.

Minimum Qualifications

• Earned a bachelors Degree in any field
• At least 8 years of work experience in the BPO industry with 2+ yrs of managerial experience
• Previous Banking process experience would be a plus
• Excellent working knowledge on Microsoft Office applications
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Strong analytical skills
• Demonstrated leadership skills
• Must be willing to report in shifting schedules

Key Responsibilities

• Establish and maintain communication with clients and account Managers /team members; understand their needs, resolve issues, and meet expectations;
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line;
• Identify the training needs that will equip the staff with fundamental skills and knowledge
• Have a thorough understanding of the various system tools and operational procedures utilized within the program;
• Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
• Conduct all defined and required process compliance and adherence to all team members, partners and third-party providers.