Account Manager - Banking and Financial Services

About the role

The Account Manager will drive delivery excellence, customer engagement and team performance for banking and financial services clients. You will act as the primary point of contact, ensure compliance, and lead continuous improvement initiatives across the organization.

Key responsibilities

• Identify and implement organizational and cultural changes to meet market demands, technology shifts and internal initiatives.
• Partner with cross‑functional teams to drive process improvements, deploy RPA solutions and extract analytical insights.
• Present Sutherland’s product portfolio to industry prospects and manage customer relationships.
• Resolve complex customer service issues, conduct root‑cause analysis and maintain high standards of accuracy, productivity and quality.
• Lead weekly and monthly performance reviews, act as first‑level escalation point and ensure compliance with financial and regulatory standards.
• Prepare invoices, monitor financial performance and ensure projects are delivered within budget and timelines.
• Set, monitor and review goals for associate and team managers, conduct regular performance reviews and one‑on‑one meetings.
• Develop trust and professional rapport with employees, fostering a collaborative team environment.

Required profile

• 5+ years of operations experience in a BPO environment with a banking and financial services background, specifically payment methods (debit and credit cards).
• English proficiency at B2 level or higher.
• Strong analytical abilities to interpret data, identify trends and recommend improvements.
• Demonstrated leadership skills with a track record of driving improvements and resolving issues.
• Excellent time‑management skills and the ability to handle multiple schedules and initiatives.
• Clear and professional verbal and written communication skills.

Required skills

• Robotic Process Automation (RPA)