Sutherland Global Services Philippines

Job Description
Job Summary
The Subject Matter Expert (SME) serves as the clinical and operational resource for the AO Clinical Claims Program. This role provides expertise on clinical claims processes, medical documentation review, disability management guidelines, quality standards, and client-specific policies and procedures. The SME supports production teams through coaching, training, case consultations, quality improvement initiatives, and process governance to ensure service excellence, compliance, and operational efficiency.
This is a dual-role position that requires the incumbent to function both as a Clinical Claims Associate and as a Subject Matter Expert simultaneously. In addition to providing expert guidance, floor support, coaching, and process expertise, the SME is expected to independently perform the same core clinical claims review and case management responsibilities as other team members. The SME will maintain an assigned production workload and is expected to meet established productivity, quality, accuracy, and compliance metrics while providing real-time support to the operations team.
The ideal candidate is a licensed US Registered Nurse (USRN) with strong clinical claims experience, exceptional analytical skills, and the ability to collaborate effectively with operations leaders, quality teams, trainers, and client stakeholders.
Key Responsibilities
Clinical and Operational Expertise

• Serve as the primary clinical subject matter expert for disability and clinical claims operations.
• Interpret and apply client-specific guidelines, medical policies, and standard operating procedures.
• Review complex cases and provide recommendations to associates and leadership teams.
• Support accurate evaluation and documentation of clinical claims based on medical evidence and established protocols.
• Ensure consistency in claims handling and decision-support processes.
• Perform end-to-end clinical claims review, assessment, and documentation activities consistent with the responsibilities of a Clinical Claims Associate/Analyst.
• Maintain an assigned production workload and achieve established productivity, quality, accuracy, and compliance targets.
• Balance individual case processing responsibilities with SME support, coaching, and escalation management activities.
• Demonstrate best practices in claims handling, clinical documentation review, and decision-making while serving as a role model for the team.
  Team Support and Coaching
• Provide floor support and real-time assistance to agents and analysts.
• Conduct case reviews, side-by-side coaching, and knowledge-sharing sessions.
• Identify performance gaps and recommend developmental interventions.
• Act as the escalation point for process-related and clinical questions.
• Provide support to associates while actively managing a personal caseload and production responsibilities.
• Serve as a role model by demonstrating effective claims processing techniques, adherence to operational standards, and strong performance outcomes.
  Training and Knowledge Management
• Facilitate refresher sessions and uptraining programs.
• Assist Training and Operations teams in creating and updating process documentation.
• Support onboarding activities for new hires.
• Maintain knowledge repositories and ensure process updates are communicated effectively.
  Quality and Compliance
• Partner with Quality Assurance teams to drive accuracy and compliance metrics.
• Participate in calibration sessions to ensure consistent interpretation of clinical policies.
• Monitor regulatory and client-driven changes impacting operations.
• Support audit activities and corrective action plans.
• Lead by example by consistently meeting quality and compliance standards in both production and SME-related responsibilities.
  Process Improvement
• Identify opportunities to improve workflow efficiency and claim review processes.
• Analyze trends, defects, and operational challenges.
• Collaborate with stakeholders on continuous improvement initiatives.
• Assist in implementing process enhancements and best practices.
  Stakeholder Management
• Work closely with Operations Managers, Team Managers, Quality Analysts, Trainers, Workforce, and Client Partners.
• Participate in client meetings and discussions when requested.
• Provide insights and recommendations based on operational and clinical findings.

Qualifications
Required Qualifications

• Active and unrestricted US Registered Nurse (USRN) license.
• Bachelor's Degree in Nursing (BSN).
• Minimum 2-3 years of US healthcare experience in one or a combination of the following:
• Disability Claims
• Clinical Claims Review
• Utilization Management (UM)
• Case Management (CM)
• Workers' Compensation
• Medical Review
• Insurance Claims Operations
• Extensive knowledge of medical terminology, disease processes, treatment protocols, and clinical documentation review.
• Strong understanding of disability management and insurance claims processes.
• Experience working in a healthcare BPO/shared services environment preferred.
• Strong analytical and critical-thinking skills.
• Excellent written and verbal English communication skills.
• Proficient in Microsoft Office applications, particularly Excel, Word, PowerPoint, and Outlook.
• Willing to work in a shifting schedule and support business requirements.
• Demonstrated ability to effectively balance individual production responsibilities with Subject Matter Expert support functions.
• Proven experience maintaining performance metrics while providing coaching, floor support, guidance, and operational assistance to peers.
• Strong time management, prioritization, multitasking, and stakeholder management skills in a fast-paced clinical operations environment.
  Preferred Qualifications
• Experience supporting Disability Claims, Group Benefits, or similar insurance accounts.
• Lean Six Sigma or Continuous Improvement exposure.
• Experience facilitating training and coaching sessions.
• Background in quality auditing and process calibration.
• Leadership or project management experience.

Additional Information
Internal Qualifications:

• Must have Annual PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months on the current role
• No Active DA
  Role Clarification
  Important: This is not a dedicated support-only SME position. The selected candidate will be expected to perform the same core clinical claims processing and case review functions as other team members while simultaneously serving as the team's Subject Matter Expert. Success in this role requires balancing production targets, quality expectations, coaching responsibilities, escalation support, and operational excellence.

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
Job Summary
The Subject Matter Expert (SME) serves as the clinical and operational resource for the AO Clinical Claims Program. This role provides expertise on clinical claims processes, medical documentation review, disability management guidelines, quality standards, and client-specific policies and procedures. The SME supports production teams through coaching, training, case consultations, quality improvement initiatives, and process governance to ensure service excellence, compliance, and operational efficiency.
This is a dual-role position that requires the incumbent to function both as a Clinical Claims Associate and as a Subject Matter Expert simultaneously. In addition to providing expert guidance, floor support, coaching, and process expertise, the SME is expected to independently perform the same core clinical claims review and case management responsibilities as other team members. The SME will maintain an assigned production workload and is expected to meet established productivity, quality, accuracy, and compliance metrics while providing real-time support to the operations team.
The ideal candidate is a licensed US Registered Nurse (USRN) with strong clinical claims experience, exceptional analytical skills, and the ability to collaborate effectively with operations leaders, quality teams, trainers, and client stakeholders.
Key Responsibilities
Clinical and Operational Expertise

• Serve as the primary clinical subject matter expert for disability and clinical claims operations.
• Interpret and apply client-specific guidelines, medical policies, and standard operating procedures.
• Review complex cases and provide recommendations to associates and leadership teams.
• Support accurate evaluation and documentation of clinical claims based on medical evidence and established protocols.
• Ensure consistency in claims handling and decision-support processes.
• Perform end-to-end clinical claims review, assessment, and documentation activities consistent with the responsibilities of a Clinical Claims Associate/Analyst.
• Maintain an assigned production workload and achieve established productivity, quality, accuracy, and compliance targets.
• Balance individual case processing responsibilities with SME support, coaching, and escalation management activities.
• Demonstrate best practices in claims handling, clinical documentation review, and decision-making while serving as a role model for the team.
  Team Support and Coaching
• Provide floor support and real-time assistance to agents and analysts.
• Conduct case reviews, side-by-side coaching, and knowledge-sharing sessions.
• Identify performance gaps and recommend developmental interventions.
• Act as the escalation point for process-related and clinical questions.
• Provide support to associates while actively managing a personal caseload and production responsibilities.
• Serve as a role model by demonstrating effective claims processing techniques, adherence to operational standards, and strong performance outcomes.
  Training and Knowledge Management
• Facilitate refresher sessions and uptraining programs.
• Assist Training and Operations teams in creating and updating process documentation.
• Support onboarding activities for new hires.
• Maintain knowledge repositories and ensure process updates are communicated effectively.
  Quality and Compliance
• Partner with Quality Assurance teams to drive accuracy and compliance metrics.
• Participate in calibration sessions to ensure consistent interpretation of clinical policies.
• Monitor regulatory and client-driven changes impacting operations.
• Support audit activities and corrective action plans.
• Lead by example by consistently meeting quality and compliance standards in both production and SME-related responsibilities.
  Process Improvement
• Identify opportunities to improve workflow efficiency and claim review processes.
• Analyze trends, defects, and operational challenges.
• Collaborate with stakeholders on continuous improvement initiatives.
• Assist in implementing process enhancements and best practices.
  Stakeholder Management
• Work closely with Operations Managers, Team Managers, Quality Analysts, Trainers, Workforce, and Client Partners.
• Participate in client meetings and discussions when requested.
• Provide insights and recommendations based on operational and clinical findings.

Qualifications
Required Qualifications

• Active and unrestricted US Registered Nurse (USRN) license.
• Bachelor's Degree in Nursing (BSN).
• Minimum 2-3 years of US healthcare experience in one or a combination of the following:
• Disability Claims
• Clinical Claims Review
• Utilization Management (UM)
• Case Management (CM)
• Workers' Compensation
• Medical Review
• Insurance Claims Operations
• Extensive knowledge of medical terminology, disease processes, treatment protocols, and clinical documentation review.
• Strong understanding of disability management and insurance claims processes.
• Experience working in a healthcare BPO/shared services environment preferred.
• Strong analytical and critical-thinking skills.
• Excellent written and verbal English communication skills.
• Proficient in Microsoft Office applications, particularly Excel, Word, PowerPoint, and Outlook.
• Willing to work in a shifting schedule and support business requirements.
• Demonstrated ability to effectively balance individual production responsibilities with Subject Matter Expert support functions.
• Proven experience maintaining performance metrics while providing coaching, floor support, guidance, and operational assistance to peers.
• Strong time management, prioritization, multitasking, and stakeholder management skills in a fast-paced clinical operations environment.
  Preferred Qualifications
• Experience supporting Disability Claims, Group Benefits, or similar insurance accounts.
• Lean Six Sigma or Continuous Improvement exposure.
• Experience facilitating training and coaching sessions.
• Background in quality auditing and process calibration.
• Leadership or project management experience.

Additional Information
Internal Qualifications:

• Must have Annual PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months on the current role
• No Active DA
  Role Clarification
  Important: This is not a dedicated support-only SME position. The selected candidate will be expected to perform the same core clinical claims processing and case review functions as other team members while simultaneously serving as the team's Subject Matter Expert. Success in this role requires balancing production targets, quality expectations, coaching responsibilities, escalation support, and operational excellence.

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 is responsible for leading a team of USRN Clinical Claims Associates/Specialists supporting Accident & Occupational (AO) Clinical Claims operations. The role will drive operational excellence by ensuring achievement of client metrics, quality standards, service levels, productivity targets, compliance requirements, and employee engagement objectives.
The Team Manager will provide coaching, performance management, clinical guidance, and day-to-day operational leadership to ensure accurate claims processing and exceptional customer outcomes while maintaining regulatory and client standards.

Key Responsibilities
Operations Management

• Manage the daily operations of assigned clinical claims teams.
• Monitor and ensure achievement of productivity, quality, accuracy, compliance, and turnaround time targets.
• Analyze performance trends and implement action plans to address gaps.
• Ensure adherence to client processes, policies, and standard operating procedures.
• Support the achievement of account and business objectives.
  People Leadership
• Lead, coach, and develop a team of Clinical Claims Associates/Specialists.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Manage attendance, adherence, employee engagement, and retention initiatives.
• Create and maintain a high-performance culture focused on accountability and continuous improvement.
• Handle employee relations matters in partnership with HR and Operations leadership.
  Quality & Compliance
• Ensure compliance with HIPAA, data privacy, client requirements, and regulatory standards.
• Conduct audits and reviews to ensure claims are processed accurately and consistently.
• Drive corrective and preventive action plans for identified performance gaps.
• Promote adherence to clinical documentation and claims adjudication standards.
  Client Management
• Support Operations Leadership during business reviews and client discussions.
• Provide timely updates and insights regarding team performance.
• Participate in calibration sessions and process improvement initiatives.
• Maintain strong client relationships through consistent delivery of operational commitments.
  Continuous Improvement
• Identify opportunities to improve workflows, productivity, and quality outcomes.
• Lead process improvement projects and change management initiatives.
• Drive knowledge-sharing and best-practice implementation across teams.

Qualifications
Minimum Qualifications

• Active and unrestricted US Registered Nurse (USRN) license.
• Bachelor's Degree in Nursing (BSN) or equivalent nursing qualification.
• Minimum 3-5 years of clinical nursing experience in a hospital, healthcare, insurance, disability claims, utilization review, case management, or related healthcare setting.
• Minimum 2 years of people management experience leading healthcare operations, clinical teams, BPO healthcare accounts, or claims operations.
• Strong understanding of medical terminology, clinical documentation, and healthcare processes.
• Excellent verbal and written English communication skills.
• Strong analytical, coaching, and stakeholder management skills.
  Preferred Qualifications
• Experience in:
• Disability Claims Management
• Clinical Claims Review
• Utilization Management
• Case Management
• Health Insurance Operations
• Healthcare BPO Operations
• Experience managing US healthcare or insurance accounts.
• Lean Six Sigma, Quality, or Process Improvement certification is an advantage.
• Knowledge of HIPAA and healthcare compliance requirements.
  Experience handling client-facing operational reviews and presentations.

Additional Information
Internal Qualifications:

• Must have Annual PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 18 months on the current role
• No Active DA

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
AI QA Framework & Testing

• Operationalize and execute client-approved QA frameworks, evaluation rubrics, and test scripts tailored for AI chatbots, virtual agents, and copilot tools.
• Perform routine pre-release User Acceptance Testing (UAT) and regression testing across prompt deployments, Knowledge Base (KB) updates, and automated workflow releases within the operational environment.

Operational Auditing & Performance Monitoring

• Conduct daily audits of live AI-driven conversations, automated resolutions, and self-service interactions to detect intent misclassifications, system hallucinations, incorrect policy applications, or journey drops.
• Audit the handover bridge between AI and Human-Assist agents to evaluate context retention, CRM data pass-through accuracy, and agent handle times post-transfer.

Closed-Loop Vendor Feedback & Defect Analysis

• Perform root-cause defect analysis on resolution failures, escalation spikes, and recurring customer friction points.
• Synthesize audit data into actionable weekly reports; feed continuous improvement insights to Client AI Automation Leads, KB Managers, and Product Engineering for system retuning and sprint updates.
• Identify out-of-scope traveler queries and KB content gaps, recommending new intents and articles to safely broaden containment coverage.

Operational Metrics & SLA Compliance

• Measure, track, and report on primary operational and AI quality KPIs:
• Intent Recognition Accuracy
• Resolution Precision & Answer Accuracy
• Containment Rate & Defect Rate
• Handover Context Retention Accuracy
• Traveler Sentiment Score (TSS) / CSAT Impact
• Hold operational teams and frontline agents accountable for adhering to updated AI copilot workflows and knowledge standards.

Qualifications
Experience

• Contact Center QA Background: 2+ years of experience in quality management, operational auditing, or process improvement within a high-volume BPO/contact center environment.
• AI & Automation Auditing: Demonstrated experience testing, auditing, or evaluating AI chatbots, conversational flows, copilot integrations, or workflow automation tools.
• Travel Industry (Preferred): Prior experience in travel, hospitality, or tech-enabled customer support operations is strongly preferred.
• Methodology: Familiarity with operational process improvement tools (Lean, Six Sigma, Root Cause Analysis / 5 Whys).

Core Competencies & Skills

• Conversational AI Fluency: Deep understanding of natural language processing (NLP/NLU) behavior, intent mapping structures, and failure patterns (e.g., hallucination, drift, misclassification).
• Analytical & Data-Driven: Ability to turn transcript audits, CSS feedback, and performance dashboard data into actionable insights, using AI tools to support analysis and validating outputs for accuracy and relevance.
• Cross-Functional Communication: Clear written and verbal reporting skills to present quality defects and technical feedback to both BPO leadership and client technical teams.
• Quality Standard-Setting: Meticulous attention to detail with an unyielding commitment to brand trust and effortless traveler resolution.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description
We are seeking an operational Knowledge AI Quality Lead from our BPO partner to oversee, monitor, and elevate the performance of our AI-driven customer service tools and hybrid support workflows. Positioned within the partner's contact center operations, this role ensures that automated workflows, virtual assistants, agent copilots, and human-assist handovers deliver reliable, accurate, and compliant customer experiences.
The ideal candidate combines operational contact center auditing expertise with a deep understanding of AI conversational dynamics, acting as the frontline bridge between real-time vendor performance data and client-side engineering, product, and knowledge teams.

Job Description
Quality Framework & Calibration

• Operationalize and execute client-approved QA frameworks, evaluation forms, and scoring guidelines across voice, chat, and email channels.
• Lead regular calibration sessions with client QA, BPO QA analysts, and team leads to maintain scoring consistency across sites.
• Review policy, process, and Knowledge Base (KB) updates before release to confirm accuracy and agent usability.
  Training Design & Agent Enablement
• Design and deliver onboarding, nesting, upskill, and refresher training for new hires, tenured agents, and team leads.
• Translate policy, process, and KB updates into change-management content: release notes, job aids, quick-reference guides, and short refresher sessions delivered before go-live.
• Build scenario-based roleplays, simulations, and assessments within nesting and onboarding curricula.
• Run knowledge checks and certification assessments to confirm agent readiness before production.
• Equip team leads and coaches with coaching guides tied to audit findings so that behavior gaps are corrected at the floor level.
  Operational Auditing & Performance Monitoring
• Conduct daily audits of live interactions to detect incorrect policy applications, process deviations, knowledge gaps, and journey drops.
• Audit escalations and transfers to evaluate context handoff, CRM documentation accuracy, and handle times.
• Audit agent use of KB articles and tools, distinguishing process- or content-driven defects from agent-driven (skill or will) gaps.
  Closed-Loop Feedback & Defect Analysis
• Perform root-cause analysis on resolution failures, escalation spikes, and recurring customer friction points, classifying each as a process, knowledge, system, or training root cause.
• Synthesize audit data into weekly reports; feed insights to client Operations, KB Managers, and Product teams for process and content improvements.
• Convert agent-driven defects into targeted training interventions, coaching plans, and refresher content, and track post-intervention improvement.
• Identify KB content gaps and recurring traveler queries, recommending new or updated articles.

Qualifications
Experience

• Contact Center Quality & Training Background: 3+ years in quality management, operational auditing, or training delivery within a high-volume BPO/contact center environment, with hands-on experience in both disciplines strongly preferred.
• Training Design & Delivery: Proven experience building and facilitating onboarding, nesting, upskill, or refresher programs, including job aids, assessments, and roleplay scenarios.
• Interaction Auditing: Demonstrated experience auditing voice, chat, or email interactions against defined quality standards and running calibration sessions.
• Travel Industry (Preferred): Prior experience in travel, hospitality, or tech-enabled customer support operations is strongly preferred.
• Methodology: Familiarity with process improvement tools (Lean, Six Sigma, Root Cause Analysis / 5 Whys) and instructional design models (ADDIE or similar); a train-the-trainer or facilitation certification is a plus.
  Core Competencies & Skills
• Learning Design & Facilitation: Ability to turn audit findings and process changes into concise, engaging learning content and to facilitate confidently for agents, team leads, and leadership audiences.
• Coaching & Calibration: Skilled in calibrating scoring across QA and operations teams and in coaching team leads to drive measurable behavior change.
• Analytical & Data-Driven: Ability to turn transcript audits, CSS feedback, and performance dashboard data into actionable insights.
• Change Management: Able to drive adoption of new policies, processes, and tools on the floor, anticipating agent resistance and readiness gaps.
• Cross-Functional Communication: Clear written and verbal reporting to present quality defects, training impact, and process feedback to BPO leadership and client teams.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description
We are seeking an operational Training & Quality Lead from our BPO partner to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. Positioned within the partner's contact center operations, this role owns two connected outcomes: interactions consistently meet client quality standards, and agents are trained, certified, and coached to apply policies, processes, and knowledge resources correctly.
The ideal candidate combines contact center quality auditing and training delivery expertise, acting as the frontline bridge between vendor performance data, agent readiness, and client-side operations, product, and knowledge teams — closing the loop from defect detection to process fix to agent behavior change.

Job Description
Responsibilities:

• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities:
• i. Accomplish weekly deliverables, such as:
• Coaching compliance inclusive of RCAs and action Plans.
• Weekly Audit requirement and call scrubbings.
• Team attendance infractions insights thru internal Sutherland attendance tool.
• ii. Provide ideas that can help the client improve their product, business, processes and/or policies.
• iii. Present Team Performance to Clients in as needed basis.
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale.
• i. Set up accountability discussions on attendance and performance challenges.
• ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
• iii. Keep employees in the loop for any internal and external updates.
• Have Team participate on Site and Program employee engagement activities.
• iv. Come up with Team level mini engagement activities to hype morale.

Qualifications
Our most successful candidates will have:

• Experience in managing a team of associates.
• Experience and knowledge in supporting telco, tech and sales programs as a customer service line of business.
• Strong customer-orientation when managing communications and issues.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.
  Internal:
• Must have FY26 PDP score of Exceed Most or Cleary Exceeds
• Tenure of at least 18 months
• No Active NDA

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description
Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager. We are a group of driven and supportive 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!

Job Description
Sutherland is seeking an organized and reliable person to join us as a Service Excellence Director for Banking We are a group of driven and supportive 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!
Responsibilities:

• Runs Operational Excellence functions for Banking vertical
• Applies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.
• Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.
• Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.
• Defines, optimizes, and maintains end to end processes to ensure efficiencies
• Leads cross functional teams in defining current processes/systems; identifies target condition; establishes plans to close the gaps; and coaches’ teams to successfully implement changes.
• Oversees the deployment of new processes and functions.
• Identifies and establishes metrics and Key Performance Indicators to evaluate process efficiencies.
• Interfaces with IT to work on current and future technology requirements.
• Conducts Root cause analysis and problem solving to ensure optimal operational efficiencies.
• Drives Change Management to promote a culture and mindset of operational excellence and continuous improvement across functions and embedding it into daily work.
• Coaches/mentors stakeholders and team members at all levels to support them through the adoption of lean principles and practices.
• Collaborates with leadership to ensure alignment of initiatives and the successful delivery of the strategy.
• Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, and hires, promotes and terminates staff and recommends salary actions, as appropriate.
• Participates in special projects and performs other duties as assigned.
• Ability to inspire others to action and to influence without authority is absolutely necessary.
• The ability to function in a fluid environment, with fast change, and fast prototyping and design

Qualifications

• Bachelor’s Degree
• Certified Six Sigma Black Belt
• At least 3 years’ experience in managing operations for Banking
• At least 10 years of work experience in a Service Excellence leadership role

Additional Information
Why Join Us?

• Opportunity to work on end-to-end operations problem solving rather than transactional reporting.
• Drive automation and process transformation in one of the most dynamic domains
• Be a strategic partner to business leaders, influencing efficiency, quality, and delivery with your solutioning expertise.

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
As the CX Data Analyst & Power BI Engineer, you will be the execution layer of our day-to-day data operations. Your primary focus is to manage and monitor our existing reporting suite: running periodic reports to spot emerging trends and summarizing key findings into digestible insights. While the foundation is built, you will be the go-to resource for evolving our tools: updating existing dashboards as business requirements change and occasionally building new dataflows or visualizations.

Key Responsibilities

• Trend Analysis & Reporting: Manage the daily/weekly cadence of CX reports, performing deep-dives to identify operational shifts, anomalies, or opportunities.
• Dashboard Maintenance & Evolution: Serve as the primary owner for existing Power BI reports; update logic, visualizations, and data connections as business requirements evolve.
• Ad-Hoc Development: Design and build new Power BI dashboards and Dataflows when new business needs or special projects arise.
• Data Integrity & Summarization: Ensure all periodic data refreshes are successful and accurate, translating complex datasets into clear, visual summaries for the leadership team.
• Collaborative Optimization: Partner with the Insights Hub Manager to translate strategic goals into technical updates within the Power BI environment.
• Documentation: Maintain clear logs of reporting updates and data definitions to ensure consistency across the Hub.

Qualifications
Qualifications & Technical Skills

• Experience: 3+ years of experience in a Data Analyst, BI Developer, or Data Engineering role.
• Power BI Proficiency: Hands-on experience with Power BI Desktop and Service. You should be highly proficient in DAX and Power Query (M).
• Analytical Mindset: A knack for "finding the story" in the data and summarizing it for non-technical stakeholders.
• Communication: Ability to explain "the story behind the numbers" to internal stakeholders and client operations.
  Preferred Skills
• Cloud Data Platforms: Experience working with Snowflake or similar cloud data warehouses.
• CPG Industry Knowledge: Familiarity with Consumer Packaged Goods (CPG) KPIs, such as CSAT, Net Promoter Score (NPS), or supply chain/consumer sentiment data.
• CX Experience: Background in Contact Center operations or Customer Experience design.
  Core Competencies
• Reliability: You take pride in the accuracy and consistency of "the daily numbers."
• Agility: You can pivot quickly from routine reporting to building a new visualization for an urgent business request.
• Self-Directed: You are comfortable managing a recurring reporting schedule with minimal oversight.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description
Sutherland is seeking a technically savvy and analytical individual to join our CX Transformation team. This role is a hybrid of a Data Engineer and a Business Intelligence Analyst. You will be the "engine" of our data operations, responsible for the day-to-day execution of insights, dashboard development, and data architecture that powers our client’s CX strategy.

Job Description
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 a Trainer who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.
If you are a Trainer looking for a global career, do not miss this opportunity!
As a Trainer, you will set the path to success by overseeing new hire, progression and enhancement training. You are also expected to:
Key Responsibilities

• Train a select team of outstanding Customer Service Consultants: To make a difference for end-users, by training new hires in customer service skills and client product and process
• Positively impact on Program performance -Train and coach: To coach consultants to listen, empathize, identify reported issues to create far-reaching solutions for customers
• Analyze performance and create TNI (training need): Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performance is critical to this role
• Teamwork: To join a supportive team environment where collaboration is critical to providing the best experience for our customers

Qualifications

• Graduate of any 4 year Course
• Education: Preferably College Graduates or Diploma holders
• Language Skills: B2 English level
• With at least 2 years experience in the same capacity
• Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
• Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
• Typing skill (30 WPM, Accuracy of 85%)
• Proficient in MS Office applications - Powerpoint, Word, and Excel
• People Skills: Extroverts - like to socialize
• Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
• Ability to build networks within and across functions through proactive communication.
• Soft Skills: Must be a self-starter, organized, and excellent with time management
• Ability to maintain a high degree of confidentiality and professionalism is critical
• Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential
• Call handling Skills: Very high Customer centricity
• Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
• Solution oriented, polished etiquette
• Creates a positive impression of client when interacting with customers.
• Facilitation Skills: Agenda planning, active listening
• Create positive interactive environment that drives learning

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

Job Description
Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Team Leader. We are a group of driven 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!
Associate Managers in this role get to:

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.
• Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
• Influence the lives of others: Develop, train, and manage team members.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: Relay important information in the form of timely and accurate reports.

Qualifications
Our most successful candidates will have:

• Experience in managing a team of 18 to 20 associates.
• Experience and knowledge in supporting telco, tech and sales programs as a customer service line of business. Preferably with Telco experience (Tech/Customer service) & 2-year tenure at least.
• Strong customer-orientation when managing communications and issues.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team-player.
• Amenable working onsite in Clark, Pampanga.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.