Director of Operations (Voice & Chat Process)

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as a service model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Role Overview

The Director of Operations will drive voice & chat operations, delivery & customer service for key Banking & Financial Services client. This will be a B&M role operating out of Hyderabad. We need an energetic individual who can manage operations for a span of 500 + FTEs. This position will need to work with clients from North America and hence should be ready to operate at night. The role owns operational strategy, client engagement, performance management to manage the account and enrich the customer experience.

Location: Hyderabad

Key Responsibilities

• Lead day-to-day operations for voice & chat process.
• Oversee customer service and ensure delivery of KPIs and SLAs.
• Manage operational planning, forecasting, staffing, and WFM alignment.
• Drive performance improvement, quality initiatives, and customer experience enhancements.
• Serve as senior point of contact for client stakeholders, lead business reviews and strategic discussions.
• Ensure teams are trained and up to date on product and support requirements.
• Develop and coach managers to build strong leadership pipelines.
• Manage budgets, staffing models, reporting, and financial performance.
• Champion digital transformation initiatives including AI-assist, automation, and process optimization.
• Ensure compliance with security, privacy, and contractual obligations.

Qualification Required:

• 14+ years managing global contact center operations, preferably for Banking & Financial Services clients.
• Strong operational analytics, KPI management, and performance optimization skills.
• Experience leading multi-site or global teams.
• Excellent communication and executive-level presentation skills.

Additional Information

• Competitive compensation and benefits.
• Career development and advancement within a globally renowned organization
• Inclusive, supportive, and collaborative work environment.