Company Description:
ABOUT US
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Established in 1986, Sutherland is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.
To learn more, please visit us at www.sutherlandglobal.com
Job Description:
Sutherland is seeking an E-Verify Lead to serve as the Subject Matter Expert (SME) and real-time operational anchor for our US Hotline Voice Process. In this role, you will monitor live queues, manage floor escalations, and guide team members through complex call scenarios. Additionally, you will serve as the operational owner for complex Workday compliance data validations and audit data extractions.
Key Responsibilities
E-Verify Management – Primary Responsibility
- Global E-Verify Operation Management: Direct, standardize, and oversee end-to-end E-Verify compliance operations across global regions, ensuring alignment with regional protocols and company standards.
- Transition and Readiness: Lead E-Verify transition, implementation, and steady-state operations.
- Knowledge Transfer: Own KT, training, process readiness, and operational support.
- Performance Monitoring: Monitor service delivery, productivity, SLAs, and operational issues.
- Escalation Routing: Coordinate escalations, dependencies, and issue resolutions with relevant teams.
- Continuous Improvement: Drive process improvements and ensure effective team readiness.
Case Management – Stakeholder Management
- Act as the US/onshore stakeholder point of contact.
- Lead weekly stakeholders syncs and provide operational updates.
- Track actions, dependencies, concerns, and follow-ups.
- Coordinate communication between stakeholders and delivery teams.
Associate Resource Center – Stakeholder Management
- Support ARC transition and stakeholder engagement activities.
- Coordinate stakeholder meetings, updates, and action tracking.
- Facilitate communication between US stakeholders and delivery teams.
- Support readiness, dependencies, and issue follow-up .
Cross-Functional Responsibilities
- Consolidate weekly updates across E-Verify, Case Management, and ARC.
- Ensure timely and clear communication with stakeholders.
- Coordinate cross-workstream dependencies and escalations.
- Support leadership with status updates, key issues, and upcoming priorities.
Role Focus: Global and domestic E-Verify operational leadership, transition, and readiness, with stakeholder-management responsibility for case management and ARC.
Qualifications:
Qualifications & Competencies
- Experience: 4–6 years in US HR Operations, Compliance with experience in E-Verify and I-9.
- Workday Skills: Basic
- Technical Tools: Basic proficiency in Workday Help, case management platforms, and advanced Excel reporting for case tracking.
- Competencies: Strong root-cause analysis skills. Exceptional written governance discipline. Executive communication skills tailored for US stakeholder alignment
- Must be able to work onsite in Chesapeake
Additional Information:
All your information will be kept confidential according to EEO guidelines.
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
