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:
Sutherland Global Services is seeking a dynamic and strategic-thinking person to join us as a Senior Account Manager overseeing one of our growing programs within the Education Tech Vertical. We are a group of forward-thinking 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!
Senior Account Managers in this role get to:
- Oversee one of our growing programs within our ed-tech vertical with delivery centers in the United States, Canada and Jamaica.
- Operational responsibility for over 700 employees
- Provide strategies in developing solutions and process improvement, as well as produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
- Perform strategic analysis is business performance data to address business needs; drive financials to ensure results and commitments are met
- Effectively manage time and keep track of multiple schedules, meetings and initiative
- Formulate a proactive approach in developing trust and professional rapport with employees and team members
- Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans, as well as manage performance and service quality, to guarantee customer satisfaction
- Manages the annual operating budget starting in January, partnering with Finance for planning and forecasting.
- Executes mid-year and year-end budget reviews to track performance and adjust spend.
- Owns all HelpDesk financials
- Oversees costs tied to key third-party vendors.
- Supports financial oversight in AAR across product and vertical segments.
- Contributes to renewals and growth planning
- Lead and oversee daily operations and service delivery for the contact center in US (remote) and Egypt (B&M).
- Manage program financials, including budgeting, forecasting, and cost optimization.
- To identify and prioritize productivity opportunities (areas for automation) to reduce repetitive administrative tasks, transformation initiatives to improve processes, technology, and customer experience.
Manage and develop a high-performing team, including hiring, coaching, and staff development. - Establish and monitor key performance indicators to ensure operational excellence and continuous improvement.
- Foster strong relationships with clients and stakeholders to understand requirements and deliver value.
- Implement effective performance management processes to motivate and retain top talent.
- Collaborate cross-functionally to resolve issues and enhance customer satisfaction.
- To lead the development Process/ SOP's, identifying what is required to build a scalable and efficient process for the program.
- Identify Business Development opportunities, drive program growth, and implement strategic initiatives to expand service offerings.
- Ensure compliance with organizational policies, industry standards, and regulatory requirements.
Qualifications:
- 10+ years of senior leadership/management experience within the BPO industry; experience managing customer/tech support is highly preferred
- Ed Tech vertical experience will be a major plus.
- Experience managing LOBs across multiple countries and/or geographies
- Excellent client management skills, including communication, presentations, and use of organization structure to deliver
- Ability to be travel as needed in Sutherland geographies and client sites
- Strong analytical skills: be able to interpret data, identify trends, and make suggestions for improvements
- Understanding and use of contact center technology systems. For example, automation systems, chat bots, self-help, knowledge management, CRM, IVR and connectivity platforms
- Postgraduate or Graduate degree with a minimum of 8 years’ experience in the BPO industry, including managing multiple clients and geographies (GEOs).
- Comprehensive understanding of business processes and the nuances of an offshore business environment.
- Demonstrated expertise in client management and leading diverse teams.
- Strong ability to handle high-pressure situations and effectively multi-task.
- Analytical mindset with the capability to understand customer requirements in a service-driven industry and deliver appropriate solutions.
- Proficiency in coordination and program management, enabling seamless collaboration with various internal and external stakeholders.
- Excellent verbal and written communication skills, crucial for interfacing with clients, team members, and leadership.
Additional Information:
• Strategic thinking and decision-making abilities to drive operational excellence and process improvements.
• Experience in implementing and monitoring key performance indicators (KPIs) and service level agreements (SLAs).
• Proficiency with contact center technologies, including CRM systems, telephony, and workforce management tools.
• Change management skills, with the ability to lead teams through organizational transitions and process enhancements.
• Customer-centric approach focused on delivering superior service and enhancing client satisfaction.
• Strong organizational and time management skills, ensuring efficient allocation of resources and timely delivery of outcomes.
• Ability to train, mentor, and develop team members for future leadership roles.
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.
