Company Description:
About Sutherland
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.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
The Team Manager plays a pivotal role in leading the day-to-day operations of the consumer care delivery team, ensuring high-quality service and operational excellence across multiple communication channels—including escalation calls, chats, emails, SMS, and webform cases.
This role requires a dynamic and people-centric leader who thrives in both high-pressure crisis scenarios and the steady rhythm of daily case management. The Team Manager ensures alignment between front-line operations and strategic objectives by fostering seamless communication with key local market stakeholders (e.g., Q&FS, S&RA, Marketing, Corporate Affairs) and the Consumer Care (CC) teams.
With direct responsibility for operational delivery, quality assurance, and performance monitoring in Salesforce and related tools, the Team Manager also contributes to cross-functional leadership by providing direction to onsite Program Managers and support functions. The role emphasizes:
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Crisis and escalation management
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Performance and people development
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Knowledge management
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Client engagement and relationship building
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Team engagement and retention
The Team Manager is a hands-on leader responsible for setting performance standards, coaching team members, driving continuous improvement, and ensuring both client satisfaction and employee engagement are consistently achieved. This includes leading efforts in talent development, succession planning, and aligning the team with the account’s values and customer care vision.
1. People Leadership & Development
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Lead and support team members by providing real-time feedback, performance coaching, and guidance on complex case handling.
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Oversee onboarding through “Getting to Know” sessions and integration processes for new hires.
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Facilitate continuous development by coordinating and contributing to training and upskilling initiatives.
2. Performance Management
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Monitor team KPIs and case quality to develop actionable performance improvement plans.
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Conduct regular quality reviews, calibrations, and coaching sessions to drive continuous improvement.
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Deliver consistent feedback and report performance metrics to internal leadership and clients.
3. Case Quality & Operational Excellence
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Review and scrub cases in Salesforce to validate severity levels and adherence to process standards.
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Provide timely feedback on case quality and escalate risks or deviations as required.
4. Client Relationship & Stakeholder Engagement
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Act as the primary liaison for the account’s stakeholders, delivering updates, resolving concerns, and aligning priorities.
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Partner with Account and Program Leads to advocate client needs and support business reviews.
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Drive initiatives that improve customer satisfaction, loyalty, and CSAT/NPS scores.
5. Training & Knowledge Enablement
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Collaborate with Training and Account teams to assess learning needs and update training materials accordingly.
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Lead huddles and refreshers to communicate changes in processes, products, or policies.
6. Metrics & Operational Reporting
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Track and analyze key performance indicators including CSAT, AHT, quality scores, and attendance.
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Identify efficiency gaps and recommend performance enhancements.
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Ensure accurate and timely reporting of performance data to stakeholders.
7. Risk Management & Compliance
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Ensure team adherence to data privacy, security protocols, and company SOPs.
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Act as the point of contact for Business Continuity Planning (BCP) and lead disaster recovery efforts as needed.
8. Financial & Resource Management
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Report on technical and operational issues impacting productivity.
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Partner with Workforce Management and Account teams to align staffing and resources with forecasted demand.
9. Succession Planning & Talent Development
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Collaborate with senior leadership to identify and develop high-potential team members.
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Support career progression and professional development plans.
10. Client Advocacy & Cultural Alignment
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Act as a brand steward and client advocate, ensuring alignment with the account’s core values: Responsibility, Mutuality, Efficiency, and Freedom.
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Promote a value-driven culture across all aspects of team performance and service delivery.
Qualifications:
As a CSS Team Manager, you will lead by example, mentor with empathy, and make data-informed decisions that balance the voice of the consumer with the strategic needs of the business.
You're the Right Fit if:
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You demonstrate sound judgment and strategic problem-solving — You empower your team to resolve issues with confidence and consistency while stepping in with clarity when escalation is needed. You think holistically, considering long-term brand trust and operational impact.
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You elevate the art of listening and asking the right questions — You coach your team to probe with purpose and listen actively, ensuring they uncover the full context behind each consumer contact to deliver relevant, personalized solutions.
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You lead with empathy and resilience — You’ve successfully guided teams through high-pressure, emotionally charged, or sensitive interactions. You foster a psychologically safe environment where compassion is paired with accountability.
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You’re a critical thinker who balances perspectives — You help your team navigate the intersection of consumer expectations and business realities. You’re known for facilitating win-win outcomes that protect the brand and respect the individual.
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You’re a culturally aware, adaptable communicator — Whether you’re influencing cross-functional stakeholders or supporting a global team, you tailor your communication style with intention. You recognize nuance and lead with emotional intelligence.
Role Specifications & Qualifications
Minimum Requirements
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Language Proficiency: Minimum C1 level fluency in both written and spoken English; must demonstrate a strong grasp of nuanced language, idiomatic expressions, and cultural references to ensure high-quality, context-aware communication.
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Experience: At least 4 years of experience in the BPO industry, with a minimum of 2 years in a leadership or supervisory capacity, managing high-performing teams.
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Industry Exposure:
Preferred: Experience supporting clients in the Retail or Fast-Moving Consumer Goods (FMCG) sectors.
Desirable: Exposure to insurance claims processing or related high-sensitivity service environments.
Functional Competencies
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Strategic Problem Solving: Demonstrates sharp critical thinking and analytical ability; consistently apply structured decision-making under pressure with a focus on actionable outcomes.
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Ownership Mindset: Proactive, highly engaged, and solution-oriented—takes accountability for team performance and consumer satisfaction.
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Empathy & Communication: Highly articulate with a strong emotional quotient—able to communicate complex information clearly and compassionately across cultures and contexts.
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Comfort with Ambiguity: Thrives in dynamic, fast-paced environments. Capable of navigating uncertainty while maintaining clarity and composure in decision-making.
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Organizational Excellence: Strong time management, prioritization, and administrative skills, with the ability to align daily operations to broader business goals.
Operational Requirements
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Will need to have the ability to work after 10pm PHL time to match US, UK and ANZ market working day.
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Service will operate for 7 days and teams will be aligned to business hours of the markets or demand.
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This role is B&M Metro Manila (Taguig City)
Additional Information:
All your information will be kept confidential according to EEO guidelines.
