Team Manager

Responsibilities

• Drive and manage the overall performance of a team of Consultants
• Ensure achievement and consistent delivery of all operational and client KPI targets
• Identify performance gaps and implement action plans for continuous improvement
• Manage attrition, shrinkage, attendance, and other critical workforce metrics
• Foster a culture of accountability, collaboration, and high employee engagement
• Provide structured coaching, mentoring, and performance management
• Analyze team performance data, customer trends, and operational opportunities
• Support and implement company-wide initiatives and process improvements

Requirements

• Coaching Certification required
• Minimum of 1 year leadership experience in a BPO
• Proficiency in Microsoft Office and reporting tools
• Strong analytical and communication skills

Preferred Qualifications

• Experience supporting Banking, Financial Services, or Insurance (BFSI) accounts
• Background in compliance-driven programs or regulated environments
• Exposure to risk management, quality, or regulatory operations

About the Company

Sutherland is a global provider of digital transformation services, leveraging AI, automation, and cloud engineering to drive business process excellence for iconic brands worldwide.