2023-08-23 14:48:55

Account Manager

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Job Description

At Sutherland, we are committed to 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 always on the lookout for ambitious, accountable and dynamic professionals to join us.

If you are looking for a new challenge in your career and are confident you have the skills and experience to take on the role of Account Manager, read on to learn more!

The Account Manager in Sutherland will be responsible for overseeing the customer deliverables, process maintenance & improvement, and people management as a part of service delivery.

Key responsibilities:

  • Responsible for developing a culture within the team in which mental health and wellbeing is considered as important as program performance and quality
  • Meet contractual metrics – Quality, People wellness, productivity, Daily management of content moderation operations, SLAs and Quality
  • Build and implement action plans for any contractual metrics which are not meeting targets
  • Coordinate all conversations and deliverables with the client; act as “face of operations” to the client
  • Hold weekly operational reviews internal and external stakeholders to review operations, discuss action plans and provide status updates
  • High affinity and cultural awareness of political/social situation in relevant market/region
  • Manage staff coverage, assign team members to shifts, ensure attendance and quality of work
  • Goal planning and setting for the team and program. Periodic performance reviews and discussions with team members
  • Conducting annual performance appraisals for the team
  • Reporting and data analysis – Operational and Financial
  • Admin tasks related to people including but not limited to HC reconciliation, leave & attendance corrections, and approvals

Requirements

 

  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Strong analytical skills
  • Demonstrated leadership skills
  • Attention to details
  • Ability to work in a fast-paced environment
  • Adaptability to changing priorities and conditions
  • Ability to interpret data, identify trends, and make suggestions for improvements
  • Strong verbal and written communication skills, i.e., clear, constructive, and professional expression
  • Previous experience would be considered an advantage