Team Manager | Ilocos

Job Description

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.

Qualifications

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

Additional Information

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