Sr. Associate Account Management - SME

Descripción de la empresa

At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add as an Operations Manager who will establish and create strategies that will enhance processes and boost ease and efficiency. As an Operations Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction.

Descripción del empleo

In this role, you will have to:

- Work involves survey analysis, PowerPoint report making, survey data analysis & checking, verifying against earlier reports, conduct quality checks 
- PowerPoint template creation & data population, adherence to client’s report publishing guidelines & PPT formatting requirements.
- Minute eye for details needed for PPT creation, self-QC and delivery 
- Adherence to SLA on quality includes accuracy of data analysis and formatting requirements 
- Responsible for the first round of quality control for language, data analysis, PPT template creation & data population 
- Learn and work on survey administration tools like Decipher for survey testing and survey programming
- Good English comm skills, able to communicate one’s opinions and discuss with team, should be a collaborator, self-starter, upskill MS Office skills 
Shift timing: 12pm to 9pm, Monday to Friday (ensure partial overlap with US timings) 

Requisitos

Professionals in this role get to:
Work on communications: Performing weekly effectiveness and efficiency coaching for consultants to ensure team’s productivity.
Conduct weekly side-by-side time with consultants.
Supporting Team Leaders in setting improvement programs and action plans for consultants.
Gathering up-to-date information and integrating feedback into the best practices.
Handle escalations.
Knowledge management: Informing training, consultants and Ops of any gaps in contact handling.
Participating in creation of new procedures, processes, etc.
Collecting product information from client.
Spreading product knowledge to operations.
Update existing procedures.
Updating knowledge management database.
Provide training: Providing recommendation to assist in creating new training programs.
Identifying and reporting any training needs to maintain quality level.
Prepare and submit weekly / monthly test questions and recommendations.
Ensure quality: Calibrating with TMs, QAs and clients, at regular intervals, monitoring transactions and analyzing transaction monitoring results.
Coordinating, preparing data and conducting weekly refresher trainings with consultants.
Ensuring through follow up that action plan objectives have been met, feedback quality and performance results, coaching, follow up and consequences (PDP, Action Plan).
Sales performance: Help drive sales metrics.