Manager - Account Manager

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3-5 yearsEducation: bachelorsSkills: ["Leadership","Analytical skills","Verbal communication","Written communication","Time management"]

Lead omnichannel client delivery by managing cluster/community performance through weekly coaching, call audits, huddles, and action plans. Serve as a client advocate by driving weekly deliverables, ensuring coaching compliance with RCAs and action plans, and surfacing attendance insights. Manage and develop associates and team resources (100–150), identify training needs, and communicate internal and external updates while partnering on continuous improvement initiatives.

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FursaFursa
Sutherland
Sutherland
2 days ago

Manager - Account Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead omnichannel client delivery by managing cluster/community performance through weekly coaching, call audits, huddles, and action plans. Serve as a client advocate by driving weekly deliverables, ensuring coaching compliance with RCAs and action plans, and surfacing attendance insights. Manage and develop associates and team resources (100–150), identify training needs, and communicate internal and external updates while partnering on continuous improvement initiatives.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Manage cluster/community performance with weekly coaching sessions, call audits, and huddles to achieve operational goals.
  • •Partner with Operations Manager on continuous improvement activities, training, and action plans.
  • •Drive client advocacy by completing weekly deliverables including coaching compliance with RCAs and action plans.
  • •Use internal attendance tools to generate team attendance infraction insights and provide ideas to help the client improve products, business, processes, and/or policies.
  • •Lead people management by setting accountability discussions, determining training needs, and keeping employees informed of internal and external updates.

Key Requirements

  • •Bachelor’s degree preferred but not required.
  • •3+ years of operations and management experience, including process transformation experience.
  • •4–5 years of banking/financial services or fintech experience, with knowledge of US banking, cash apps, and customer service processes.
  • •Experience handling omnichannel lines of business (LOBs) and managing/directing associates (team manager resources spanning 100–150 for Manager).
  • •Strong analytical and leadership skills, with clear verbal and written communication to resolve issues and drive improvements.
Experience:3-5 yearsFintechBankingCustomer serviceOmnichannel
Education:Bachelor's
Skills:LeadershipAnalytical skillsVerbal communicationWritten communicationTime management
Languages:English

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor