Sr Operations Director

Sutherland is seeking a strategic-thinking and dynamic person to join us as Sr Operations Director. We are a group of driven and energetic 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!

Sr Directors in this role get to:

• Work with Program and Cross-Functional Leads to achieve Platinum Standard/Operational Excellence;
• Work with Business Development, Sales and Management Teams to explore business growth
• Support the Recruitment team to ensure hiring is completed on time for both Consultant and support roles as needed;
• Participate in the New Hire Orientation to welcome new employees to the programs;
• Support the Training Lead to ensure all required Consultant training is effectively completed on time with optimal results;
• Work with the Quality and Program Leads to ensure that regular quality monitoring, coaching and performance intervention that develop, motivate and guide teams are implemented to attain successful outcomes and business objectives;
• Implement a regular Reward and Recognition mechanism for the program/s;
• Work with HR and Program Leads to ensure that corrective actions are followed through as needed;
• Lead activities in support of employee satisfaction survey results and other sources of employee feedback;
• Work with the Talent Development team to ensure all required developmental training for supervisors are effectively planned and completed on time;
• Work with HR, Program and Cross-functional leads in identifying and developing a succession plan for all critical positions in the site;
• Lead efforts to uphold compliance in all organizational standard procedures and policies (i.e. InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.); and
• Lead efforts to uphold compliance in all contractual and regulatory requirements (i.e. client SOW, government requirements, etc.).
• Manage program business plan and financials
• Partner with clients in Creating business strategies and proposing implementation methods
• Maintain excellent partnership with clients, yielding posting client NPS result
• Develop strategies to attain program growth through organic and new opportunities
• Communicates with company executives

Our most successful candidates will have:

• More than 10 years of management experience; experience managing customer support.
• Ability to be creative and resourceful in finding effective solutions to problems and situations.
• Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements.
• Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem-solving skills.
• Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player.
• Persistence in working through challenges and doing whatever it takes to get the job done.
• Demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts.
• Ability to be strategic in developing solutions and process improvements.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Strong Financial Business/P&L Management skills

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Customer Service