Team Manager - Ilocos

About the role

Managers in this role get to: Impact the Bottom Line Drive and manage the overall performance of a team of Consultants. Ensure achievement and consistent delivery of all operational and client KPI targets. Identify performance gaps and implement action plans for continuous improvement. Strengthen Relationships & Team Engagement Manage attrition, shrinkage, attendance, and other critical workforce metrics. Foster a culture of accountability, collaboration, and high employee engagement. Build strong working relationships with internal and external stakeholders. Coach and Develop Talent Provide structured coaching, mentoring, and performance management. Conduct regular performance reviews and development planning. Support career growth and readiness of team members through effective coaching strategies. Provide Business Insights Analyze team performance data, customer trends, and operational opportunities. Provide insights and recommendations to Operations Leadership. Ensure compliance with company and client standards, policies, and procedures. Drive Organizational Initiatives Support and implement company-wide initiatives, process improvements, and engagement programs. Uphold and strengthen Sutherland's service excellence and reputation. Must-Have (Non-Negotiable Requirements) Coaching Certification required Minimum of 1 year leadership experience in a BPO Preferred (Good-to-Have Qualifications) Background in Compliance-driven programs or regulated environments Exposure to risk management, quality, or regulatory operations is an advantage Core Competencies Proficiency in Microsoft Office and reporting tools Strong analytical skills with ability to interpret data, identify trends, and recommend solutions Excellent verbal and written communication skills Strong stakeholder management and relationship-building skills Ability to thrive in a fast-paced, performance-driven environment Highly proactive, collaborative, and team-oriented mindset Internal Candidates: Must have served as VTM (Virtual Team Manager) for at least several months Completed TMU Essentials Demonstrated good behavioral and performance standing Achieved PDP Score of 4 or 5 for FY25

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Sutherland? Share your experience