Sutherland Global Services Philippines

Job Description
For Pooling Purposes
What You'll Do
Lead Fraud Analytics & Risk Strategy

• Develop and execute data-driven strategies to identify, monitor, and mitigate financial fraud risks.
• Analyze fraud trends, emerging threats, and operational vulnerabilities to proactively recommend risk reduction initiatives.
• Partner with senior leaders to align fraud prevention strategies with broader business objectives.
  Drive Complex Investigations & Root Cause Analysis
• Lead deep-dive analyses into fraud incidents, behavioral patterns, and risk events.
• Identify root causes and recommend sustainable solutions to strengthen controls and reduce future exposure.
• Assess new fraud tactics and emerging external threats to ensure organizational readiness.
  Deliver Actionable Business Intelligence
• Utilize advanced analytics to uncover fraud patterns, anomalies, and operational risks.
• Develop predictive models, dashboards, and reporting frameworks that support informed decision-making.
• Translate complex findings into concise, executive-level recommendations and actionable strategies.
  Strengthen Risk Controls & Operational Effectiveness
• Evaluate existing fraud controls, monitoring systems, and operational processes.
• Recommend enhancements that improve detection rates, reduce losses, and increase operational efficiency.
• Support the implementation of automation, process improvements, and advanced fraud management solutions.
  Influence Executive Decision-Making
• Serve as a subject matter expert and strategic advisor for fraud risk management initiatives.
• Present trends, risks, opportunities, and recommendations to senior leadership and key stakeholders.
• Lead high-priority projects and analyses that support organizational risk management objectives.

Qualifications
What We're Looking For
Strategic Risk Thinking
You can quickly assess complex fraud environments, identify key risk drivers, and develop practical strategies that balance customer experience, operational efficiency, and risk mitigation.
Advanced Analytical Capability
You are highly proficient in translating large, complex datasets into meaningful business insights and actionable recommendations.
Executive Presence & Influencing Skills
You can communicate technical findings clearly to both operational teams and executive stakeholders, enabling confident decision-making.
Independent Leadership
You thrive in ambiguity, take ownership of critical initiatives, and drive results without requiring direct management responsibility.
Qualifications

• Bachelor's degree in Finance, Economics, Accounting, Business, Mathematics, Statistics, Data Science, Criminology, Engineering, or a related discipline.
• 8+ years of experience in Financial Fraud, Risk Management, Fraud Analytics, Financial Crime, Banking Operations, Payments Risk, Compliance, Investigations, or related fields.
• Proven experience developing fraud detection, monitoring, and risk mitigation strategies.
• Strong analytical and quantitative skills with experience working with large datasets and complex business problems.
• Advanced proficiency in Excel and data analysis tools.
• Experience using SQL, Python, R, SAS, Power BI, Tableau, or similar analytics platforms is highly preferred.
• Strong understanding of fraud typologies, transaction monitoring, investigative techniques, and risk management frameworks.
• Experience partnering with senior stakeholders and influencing cross-functional business decisions.
• Excellent communication, presentation, and stakeholder management skills.
• Relevant certifications such as CFE, CAMS, CRCM, CFCS, or similar credentials are advantageous.

Additional Information
Why Join Sutherland?
At Sutherland, you'll have the opportunity to solve sophisticated fraud and risk challenges, partner with senior leaders, and help shape strategies that protect the business while driving operational excellence. Your expertise will directly influence critical decisions and contribute to a secure, resilient, and high-performing organization.
If you're passionate about fraud prevention, advanced analytics, and strategic problem-solving, we invite you to apply and make a lasting impact.

Company Description
Protect the Business. Influence Decisions. Drive Fraud Prevention Strategy.
Sutherland is seeking a highly analytical and business-minded Senior Manager, Financial Fraud Analytics & Risk Strategy to lead the development of data-driven fraud prevention and risk mitigation initiatives. This is a senior-level individual contributor role designed for professionals who excel at solving complex fraud challenges, uncovering emerging risk patterns, and influencing enterprise-wide decisions through advanced analytics and strategic insights.
As a trusted advisor to business and operational leaders, you will leverage data, technology, and investigative methodologies to identify fraud trends, improve risk controls, strengthen compliance frameworks, and drive measurable business outcomes. You will play a critical role in protecting revenue, enhancing customer trust, and ensuring operational integrity across the organization.
This role is ideal for professionals with experience in fraud risk management, financial crime analytics, banking operations, payment risk, consulting, or enterprise risk functions.

Job Description
For Pooling Purposes

What You'll Do
Lead Enterprise Data Modernization Initiatives

• Drive the migration of legacy reporting and analytics environments to modern cloud-based platforms.
• Analyze existing BI models, SQL workloads, and reporting logic to identify optimization opportunities.
• Convert complex business and reporting logic into scalable cloud-native data solutions.
• Ensure data quality, accuracy, and seamless transition through comprehensive validation and testing.
  Design & Build Scalable Data Platforms
• Develop, enhance, and maintain enterprise-grade data pipelines and data products.
• Build efficient data transformation frameworks using modern analytics engineering practices.
• Optimize data models, processing frameworks, and reporting performance.
• Establish scalable solutions that support future analytics, reporting, and machine learning initiatives.
  Partner with Business & Analytics Leaders
• Collaborate with data scientists, analysts, and business stakeholders to translate requirements into technical solutions.
• Serve as a trusted advisor on data architecture, reporting strategy, and platform capabilities.
• Support strategic and ad hoc analytics requests through reliable, well-governed data assets.
• Communicate technical concepts effectively to both technical and non-technical audiences.
  Drive Operational Excellence
• Implement best practices for data governance, version control, documentation, and deployment.
• Monitor platform performance and proactively identify optimization opportunities.
• Contribute to continuous improvement initiatives across analytics and data engineering functions.

Qualifications
What We're Looking For
Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Data Analytics, Engineering, or a related field.
• 4+ years of experience in Data Engineering, Analytics Engineering, Business Intelligence, or Data Platform Development.
• Strong expertise in SQL, including advanced query development, optimization, and stored procedure logic.
• Experience working with Power BI, semantic models, and DAX-based reporting environments.
• Hands-on experience with Spark, PySpark, Spark SQL, or similar big data technologies.
• Proficiency in Python for data processing, automation, and analytics.
• Experience using Git and modern software development practices.
• Strong stakeholder management and requirements-gathering skills.
• Excellent verbal and written English communication skills.
  Preferred Qualifications
• Experience with Databricks, Delta Lake, Databricks SQL, DLT Pipelines, and Unity Catalog.
• Experience leading or contributing to cloud migration and data modernization initiatives.
• Knowledge of modern data warehousing, lakehouse architecture, and analytics platforms.
• Databricks, Azure, AWS, or related cloud certifications.
• Experience supporting high-volume, customer-facing, or enterprise-scale operations.
• Exposure to analytics, machine learning, or data science environments.

Additional Information
Why Join Us?
Own High-Impact Data Initiatives
Take the lead on strategic data transformation projects that directly influence business performance and decision-making.
Work Directly with Global Leadership
Partner with senior leaders and cross-functional teams in a highly collaborative, fast-paced environment where your expertise is valued.
Shape a Modern Analytics Ecosystem
Play a foundational role in building scalable cloud-based data platforms that enable advanced analytics, AI, and future innovation.
Accelerate Your Career
Gain exposure to modern technologies, enterprise-scale datasets, and complex business challenges while expanding your leadership influence as a senior individual contributor.

Company Description
Transform Enterprise Data. Build the Future of Analytics.
Are you passionate about designing modern data platforms and solving complex analytics challenges at scale? We're looking for a Senior Data Analytics Engineer to lead the evolution of our next-generation data ecosystem.
This is a highly visible individual contributor role for a seasoned data professional who thrives at the intersection of data engineering, analytics, business intelligence, and cloud modernization. You will play a critical role in transforming legacy reporting environments into scalable, high-performance cloud-based solutions while partnering with global stakeholders to deliver insights that drive business decisions.
If you enjoy owning end-to-end data solutions, optimizing enterprise reporting, and building robust data pipelines that empower analytics and AI-driven initiatives, this opportunity is for you.

Job Description
The Customer Success Team Manager will lead a team of customer success representatives who are responsible for delivering a world-class customer experience to clients. The supervisor will manage the day-to-day operations of the team, develop, and implement strategies to improve customer satisfaction and retention rates and ensure the team is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management, a deep understanding of the cloud communication and collaboration space, and strong leadership skills.
Responsibilities:

• Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.
• Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus.
• Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture.
• Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.

Qualifications

• BA/BS degree or equivalent work experience, MBA preferred but not required.
• 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.
• Experience in hiring, mentoring, and growing a team of Customer Success Managers.
• Proven experience driving adoption and leveraging customer success best practices.
• Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
• Possesses executive presence with communication that drives results and motivates the team.
• Thrives in ambiguity as part of a growing and expanding team.
• Demonstrated ability to effectively collaborate across organizational boundaries.
• Experience successfully working with senior (C-level) executives.
• Experience effectively addressing escalated client issues with speed and urgency.

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
The Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes:

• QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of QA delivery plan for the program
• Observations and Quality Analyst (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using QA
• Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team

Qualifications
Our most successful candidates have:

• At least 2 years leadership experience handling a Quality team, including client management
• Creativity, proactivity, and have a bias for action
• Experience with marketing, organizational development, psychology, or customer experience
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
• Passion for learning/learning agile
• Excellent written communication skills
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
• Exceptional research skills
• The ability to exude a professional demeanor and appearance
• Attention to detail and excellent organizational skills

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

Company Description
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees.
For 36 years, we have been entrusted with caring for our clients’ and customers. A responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance.

Job Description
Are you a seasoned HR professional seeking a challenging and rewarding role? Sutherland is actively searching for a dynamic and experienced individual to join our team as a Manager - Business HR.
As the Manager - Business HR, you will play a pivotal role in the strategic alignment of HR initiatives with organizational goals. Your responsibilities will encompass the effective administration of day-to-day HR operations, ensuring seamless delivery of HR services. We are looking for an individual who can act as a true business partner, understanding the unique needs of our program and driving HR strategies that contribute to our overall success.

• Lead HR projects addressing business needs, including talent retention initiatives.
• Develop and implement strategies to enhance employee engagement and workplace culture.
• Manage training programs and career development initiatives for employees.
• Oversee reward strategies and contribute to creating a positive work environment.
• Analyze HR data and create reports to support business KPIs.
• Ensure compliance with workplace regulations and handle complex HR situations.

Qualifications

• Bachelor’s degree in Human Resources, Psychology, Business Administration, or related field.
• 3–5 years of solid HR experience in a BPO or fast-paced operations environment.
• Hands-on exposure to employee relations, performance management support, policy administration, and engagement.
• Experienced in handling coaching documentation, attendance issues, and employee case tracking.
• Able to partner with operations leaders on people-related actions and initiatives.
• Strong communication, interpersonal, and conflict-resolution skills.
• Good grasp of Philippine labor laws and company policies.
• Discreet and professional when handling sensitive employee concerns.
• Capable of basic HR data tracking and reporting.
• Proficient in MS Office and HR tools.
• Approachable, organized, and calm under pressure.
• Experience supporting multiple business units or accounts.
• Involvement in engagement or retention programs.
• Willingness to work flexible hours based on operations' needs.

Additional Information
Interested candidates must be willing to work onsite in Clark, Pampanga

Company Description
At Sutherland, beyond just providing jobs, we invest in building careers for our employees. Our work culture focuses on employee development and work-life balance. Share this vision and join us as a Human Resources Manager. Help us shape our organization’s culture by taking the lead in establishing and executing Human Resource strategies that will offer support and boost engagement.
If you are a Human Resources Manager looking to take your career further, do not miss this opportunity!
As a Human Resources Manager, you are expected to maintain and understand the pulse of the site and/or program.

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
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 Trainer is responsible for designing, facilitating, and evaluating training programs for employees supporting an AO Clinical Claim Program. This role ensures that clinical and operational teams possess the knowledge, skills, and competencies required to accurately assess, process, and support disability and clinical claims while maintaining compliance with client requirements, healthcare standards, and operational goals.
The Trainer partners closely with Operations, Quality, Clinical Leadership, and Client stakeholders to drive performance, improve knowledge retention, and support business objectives through effective learning interventions.

Key Responsibilities
Training Delivery & Facilitation

• Facilitate new hire, cross-training, upskilling, and refresher training programs.
• Deliver instructor-led, virtual, and blended learning sessions for clinical claims associates and healthcare professionals.
• Ensure accurate transfer of client, clinical, operational, and compliance-related knowledge.
• Conduct calibration sessions and knowledge reinforcement activities.
  Curriculum Development
• Develop, update, and maintain training materials, lesson plans, facilitator guides, assessments, and job aids.
• Translate complex clinical and claims-related information into learner-friendly content.
• Incorporate adult learning principles and best practices into training design.
  Performance Support
• Monitor trainee progress and training effectiveness through assessments and observations.
• Identify learning gaps and provide targeted coaching interventions.
• Collaborate with Operations and Quality teams to address performance challenges through training solutions.
  Quality & Compliance
• Ensure all training content aligns with client requirements, healthcare regulations, operational policies, and compliance standards.
• Maintain training documentation and completion records.
• Support audit readiness by ensuring consistency and accuracy of training materials.
  Stakeholder Partnership
• Partner with Operations Managers, Clinical Leaders, Quality Analysts, and Workforce teams to identify training needs.
• Support implementation of process changes, workflow updates, and client-driven initiatives.
• Provide recommendations for continuous improvement in training programs and learner performance.
  Reporting & Analytics
• Track and report training metrics, certification results, learning effectiveness, and post-training performance outcomes.
• Analyze trends and recommend action plans to improve learning retention and operational results.

Qualifications
Minimum Qualifications
Required

• Active Philippine Registered Nurse (USRN) with an unrestricted US RN License (NCLEX passer).
• Bachelor's Degree in Nursing.
• Minimum 2 years recent clinical experience in a hospital, utilization review, case management, disability management, claims, or healthcare operations environment.
• Minimum 1 year experience in training, coaching, facilitation, mentoring, preceptorship, or learning and development role.
• Strong knowledge of clinical documentation, medical terminology, healthcare delivery systems, and disability/claims processes.
• Excellent verbal and written English communication skills.
• Strong presentation, facilitation, and classroom management skills.
• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
• Ability to analyze performance data and recommend learning interventions.
• Willingness to work in a shifting schedule and support business requirements.
  Preferred
• Training certification (Train-the-Trainer, Learning & Development, Instructional Design, or equivalent).
• Experience supporting:
• Disability Claims
• Group Benefits
• Clinical Claims Review
• Case Management
• Utilization Management
• Insurance or Healthcare BPO operations
• Experience in curriculum design, e-learning development, and learning management systems (LMS).
• Prior experience supporting similar insurance/benefits accounts.

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

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 Quality Analyst is responsible for monitoring, evaluating, and improving the quality of clinical claim operations within an AO Clinical Claim Program. This role ensures that claims reviews, medical documentation assessments, customer interactions, and operational processes meet client requirements, regulatory standards, and internal quality expectations. The Quality Analyst partners closely with Operations, Training, and Clinical Teams to identify improvement opportunities, provide actionable feedback, and drive continuous quality excellence.

Key Responsibilities
Quality Monitoring & Evaluation

• Conduct regular audits of clinical claim reviews and related transactions.
• Evaluate adherence to client guidelines, operational procedures, and quality standards.
• Assess documentation accuracy, completeness, and compliance with established workflows.
• Ensure consistency in claim review decisions and quality outcomes.
  Reporting & Analysis
• Maintain quality scorecards and audit documentation.
• Analyze quality trends, root causes, and performance gaps.
• Prepare and present quality reports to Operations leaders and stakeholders.
• Recommend corrective and preventive actions based on audit findings.
  Coaching & Feedback
• Provide timely and constructive feedback to Clinical Claims Associates and Nurses.
• Partner with Team Managers in developing performance improvement plans.
• Support calibration sessions to ensure scoring consistency among quality evaluators.
• Identify learning opportunities and collaborate with Training teams.
  Compliance & Process Excellence
• Ensure compliance with HIPAA, client policies, applicable healthcare regulations, and internal standards.
• Participate in process improvement initiatives to enhance quality, productivity, and customer experience.
• Support implementation of quality frameworks and continuous improvement programs.
• Escalate critical quality and compliance issues appropriately.
  Stakeholder Management
• Collaborate with Operations, Training, Workforce Management, and Client Services teams.
• Participate in client calibrations and quality discussions as needed.
• Contribute to business reviews and quality governance activities.

Qualifications
Required Qualifications

• Active and unrestricted US Registered Nurse (USRN) license.
• Minimum 2 years of recent clinical experience in hospital, utilization management, case management, disability, health insurance, or related healthcare settings.
• At least 1 year of Quality Analyst experience in a BPO, healthcare, insurance, claims, or clinical operations environment.
• Strong understanding of healthcare documentation, claim review processes, and medical terminology.
• Knowledge of quality methodologies, auditing principles, and root cause analysis.
• Excellent analytical, coaching, and communication skills.
• Experience in performance monitoring, quality scorecards, and reporting.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
  Preferred Qualifications
• Experience supporting Disability Claims, Clinical Claims, Group Benefits, or Insurance Operations accounts.
• Knowledge of disability management or absence management programs.
• Experience handling quality calibrations and client-facing quality reviews.
• Lean Six Sigma Yellow Belt or equivalent quality certification.
• Experience using quality management systems and reporting tools.

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

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
Key Responsibilities
Facilities Operations & Maintenance

• Manage day-to-day facilities operations including leasehold improvements, equipment upkeep, and site maintenance
• Ensure functionality and readiness of all office equipment and physical workspace
• Conduct regular facility inspections and implement preventive and corrective maintenance programs
• Supervise contractors for general repairs, pest control, and scheduled maintenance activities
• Oversee workspace readiness including seat assignments, relocations, and partition installations in coordination with Capacity Planning
• Monitor utilities consumption (electricity and water) and maintain accurate tracking reports
• Ensure Asset Maintenance Contracts (AMC) are updated and all equipment (UPS, AC units, gensets) are regularly serviced
• Maintain organized documentation of service reports, contracts, and compliance records
• Support implementation of health and safety standards across the site
  Ticketing & Service Management
• Manage and resolve facility-related requests via ticketing systems within agreed SLAs
• Monitor ticket queues to avoid backlog and aging issues
• Provide timely updates and coordinate approvals with stakeholders
  Project & Site Management
• Support project teams in site build-outs, renovations, and rehabilitation activities
• Coordinate project schedules and maintenance work with internal departments to minimize disruption
• Participate in weekly seat planning and operational meetings
  Stakeholder & Vendor Management
• Respond to internal requests for office setup (meetings, training, onboarding sessions)
• Collaborate with Capacity Planning for workspace and equipment requirements
• Coordinate with building administration on facility concerns and maintenance issues
• Liaise with vendors, lessors, and government agencies (e.g., PEZA, local authorities) to ensure compliance
  Training & Development
• Participate in continuous learning and development programs to enhance technical and operational competencies

Qualifications
Qualifications
· Bachelor’s Degree in Electrical Engineering
· Required: Licensed Electrical Engineer
· Willingness to work extended hours or flexible schedules, as needed
· Must be willing to report on-site at Sutherland Davao
· Knowledgeable in civil and structural building construction, including interior and exterior works
· Proficient in designing and computing Electrical and Mechanical plans
· Hands-on knowledge in the operation and maintenance of generator sets, UPS systems, and other critical facility equipment
· Capable of evaluating vendor preventive maintenance reports and recommending appropriate action plans
· Basic project management skills with experience supporting site build-outs, renovations, and maintenance projects
· Familiarity with facilities operations, including utilities monitoring, equipment maintenance, and workplace management
· Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements
· Excellent attention to detail with strong organizational and documentation skills
· Effective verbal and written communication skills; able to communicate in a clear, professional, and constructive manner
· Demonstrates professionalism, confidentiality, and high ethical standards at all times
· Strong customer service orientation with the ability to build relationships with internal and external stakeholders
· Proactive team player with the ability to develop trust and collaborate effectively across teams
· Highly adaptable and able to quickly adjust to changing priorities and work environments
· Strong work ethic, integrity, flexibility, and leadership or coaching capabilities

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

Company Description
Sutherland is seeking a reliable and attentive person to join us as a Facilities & Property Management Associate. We are a group of supportive and hardworking 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!Sutherland is seeking a reliable and attentive person to join us as a Facilities & Property Management Associate. We are a group of supportive and hardworking 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!