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 Senior Team Manager (STM) is responsible for leading and managing a group of Team Managers and their respective teams within a high-performing contact center campaign. This campaign includes credit sales, loan/credit approval processing, and end-to-end customer service. The STM ensures that all operational, compliance, and customer satisfaction objectives are met while driving continuous performance improvement.
Key Responsibilities
1. Team & Performance Leadership
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Supervise a group of Team Managers (TMs) and support them in managing daily operations.
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Align team performance with campaign goals across sales, approval, and service functions.
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Conduct performance reviews, provide coaching, and support talent development.
2. Sales Management
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Drive achievement of sales KPIs (e.g., conversion rate, revenue per lead).
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Monitor and improve sales processes and scripting adherence.
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Implement tactical sales campaigns and agent incentive strategies.
3. Credit Approval Oversight
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Ensure compliance with approval processes including KYC, credit bureau checks, and documentation validation.
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Manage turnaround time and escalate exceptions appropriately.
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Liaise with risk or underwriting teams for complex approvals.
4. Customer Service Excellence
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Ensure consistent and high-quality service delivery across all channels (phone, email, chat).
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Monitor service-related KPIs such as AHT, FCR, and CSAT/NPS.
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Resolve customer complaints and service escalations when needed.
5. Quality & Compliance Assurance
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Enforce company, client, and regulatory guidelines (e.g., data protection, fair lending).
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Oversee QA results, compliance audits, and corrective action plans.
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Lead calibrations with internal and external stakeholders.
6. Operational Analysis & Reporting
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Analyze team and campaign performance metrics.
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Create and present weekly/monthly business performance reports.
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Identify operational gaps and lead improvement initiatives.
7. Client & Stakeholder Management
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Act as a key point of contact for client-facing operational issues.
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Attend business reviews, calibration sessions, and planning meetings.
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Communicate risk areas, performance status, and escalated issues to leadership and clients.
Qualifications:
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Required Skills & Experience
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3–5+ years of experience in a contact center leadership role, preferably in financial services or credit operations.
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Strong knowledge of credit products and sales/customer service cycles.
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Proven experience managing multiple teams and Team Managers.
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Excellent communication, coaching, and analytical skills.
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Proficiency in contact center tools (CRMs, dialers, QA platforms).
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Knowledge of compliance frameworks (KYC, data privacy, financial regulations).
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Preferred Qualifications
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Bachelor’s degree in Business, Finance, Communications, or related field.
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Experience in managing end-to-end loan or credit product campaigns.
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Bilingual or multilingual skills are a plus (e.g., English & Punjabi).
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Key KPIs
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Sales Conversion Rate
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Credit Approval Turnaround Time
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Customer Satisfaction (CSAT / NPS)
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Quality Assurance Score
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Agent Retention & Engagement
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SLA Compliance
Additional Information:
All your information will be kept confidential according to EEO guidelines.
