Senior Account Manager - Banking and Financial Services

About the role

Sutherland is hiring a Senior Account Manager for its banking and financial services practice in San Fernando. The role combines delivery excellence, customer engagement and issue resolution, internal metrics reporting, team engagement and leadership development.

Key responsibilities

• Drive organizational and cultural change to adapt to market demands, technology and internal initiatives, and partner with cross-functional teams on process improvements and RPA solutions
• Persuasively present Sutherland's products to industry prospects and build client relationships
• Solve complex customer service issues, lead weekly and monthly performance reviews, act as first-level escalation point of contact and maintain compliance
• Work with leadership on site strategy, prepare invoices, review monthly financial reports and keep the project within budget and approved timelines
• Maintain a cost-effective, stable workforce for seasonal volume fluctuations
• Set and monitor goals for Associate Managers and Team Managers, track process metrics, hold monthly one-on-ones with directors and skip meetings with frontline associates

Required profile

• Bachelor's degree preferred but not required
• 8-10 years of experience in operations or similar fields, with relevant project management experience; US banking operations experience preferred
• Experience managing, directly or in a matrix, project managers and technical resources with 150 to 200 FTEs
• Commercial experience managing projects to budget with effective change control

Required skills

• Strong verbal and written communication
• Specialized skill in running large-scale production operations
• Ability to manage multiple projects simultaneously and autonomously