Sr Account Manager - Banking and Financial Services

Sr Account Manager – Banking and Financial Services
Sutherland is seeking an attentive and goal‑oriented person to join us as a Sr. Account Manager . We are a group of driven and hard‑working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Type: Full‑time

Delivery Excellence

Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and building next‑generation service delivery.

Partner with cross‑functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights.

Persuasively communicate and present the scope of Sutherland’s products to industry prospects.

Customer Engagement and Issue Resolution

Solve complex customer service issues by proactively identifying root causes and addressing them to deliver sustained accuracy, productivity, quality and other key performance metrics.

Conduct business with utmost integrity and ensure high standards of compliance are maintained.

Lead interactions with customer during weekly and monthly performance reviews.

Act as point of contact for first level of escalation.

Be customer‑oriented in managing communications and issues.

Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions.

Work with the leadership team to determine strategy to achieve overall site goals.

Maintain a cost‑effective and stable workforce to handle seasonality and volatility of volumes.

Prepare invoices and ensure timely submission to customers.

Review monthly financial performance reports and ensure the project is delivered within the budget and timelines approved by the SD head.

Team Engagement

Set, monitor, and periodically review goals for Associate Managers & Team Managers.

Develop a structure for tracking and reviewing key process metrics and conduct a weekly review of process performance.

Conduct monthly one‑on‑one meetings with DRs and skip meetings with frontline associates.

Leadership Development

Be proactive in developing trust and professional rapport with employees and team members; work as a team player.

Qualifications

A bachelor’s degree holder is preferred but not required.

Candidates with 8–10 years of experience handling operations or similar disciplines, with relevant project management experience and preference for those with experience in handling US banking operations.

Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.

Specialized skill in running large‑scale production operations.

Demonstrable experience and capability to manage multiple projects simultaneously and autonomously.

Experience managing, directly or matrixed, project managers and technical resources with a span of 150 to 200 FTEs.

Commercial experience in managing projects within budgetary constraints and implementing effective commercial change control.

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

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