Lead - SD Management (SME)

Responsibilities

• Conduct floor support, real-time coaching, and side-by-side interventions to drive agent performance.
• Identify skill gaps and behavioral opportunities through call listening, audits, and trend analysis.
• Provide structured feedback and action plans to improve quality, productivity, and compliance metrics.
• Analyze performance data, including KPIs and QA reports, to identify trends, risks, and opportunities.
• Translate data insights into actionable recommendations and targeted training interventions.
• Partner with Operations, Training, Quality, and Client stakeholders to align on performance goals.
• Support process transitions, updates, and new program launches to ensure smooth knowledge transfer.
• Ensure adherence to US Mortgage Servicing guidelines, regulatory requirements, and company policies.

Requirements

• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Excellent verbal and written communication skills with the ability to influence stakeholders.
• Proven leadership and coaching experience within a BPO or shared services environment.
• Strong stakeholder management and collaboration skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Preferred Qualifications

• Background in US Residential Mortgage Servicing (Voice) is required.
• Hands-on experience in training delivery, curriculum design, and adult learning principles.
• Familiarity with performance management tools, QA frameworks, and LMS platforms.

About the Company

Sutherland is a global digital transformation company that combines human expertise with artificial intelligence to drive business process excellence. We work with iconic brands worldwide, leveraging advanced analytics, automation, and cloud engineering to optimize critical business operations and deliver measurable results.