Sutherland
Financial Services
Lead-SDManagement(SME)
Neural analysis suggests this role is
optimal for mid candidates.
“Lead - SD Management (SME) at Sutherland. Skills: Performance management, Training delivery, Mortgage servicing, Operational readiness. Conduct floor support. Provide real-time coaching”
What You'll Achieve.
Drive agent performance improvements; Improve productivity; Improve quality; Improve customer experience outcomes; Enhance operational efficiency; Reduce errors
Industry & Context.
Analytical skills; Problem-solving skills; Data interpretation; Trend identification; Root cause analysis
What They're Looking For.
Must Have
Minimum 12 months tenure, Meets Expectations or higher rating, No active disciplinary action
Nice to Have
Hands-on experience in training delivery, Curriculum design experience, Adult learning principles experience, US Residential Mortgage Servicing (Voice) background, Performance management tools familiarity, QA frameworks familiarity, LMS platforms familiarity
What You'll Do.
Conduct floor support
Provide real-time coaching
Perform side-by-side interventions
Identify behavioral opportunities
Provide structured feedback
Analyze performance data
Identify opportunities
Translate insights into recommendations
Develop targeted training interventions
Support leadership with reporting
Support root cause analysis
Partner with Operations
Partner with Training
Partner with Client stakeholders
Align on performance goals
Align on performance initiatives
Support process transitions
Support process updates
Support new program launches
Ensure smooth knowledge transfer
Communicate with stakeholders
Drive continuous improvement
Ensure adherence to guidelines
Ensure adherence to requirements
Ensure adherence to policies
Recommend process improvements
Implement process improvements
Enhance operational efficiency
Contribute to culture of learning
Contribute to culture of accountability
Contribute to culture of excellence
How You'll Work.
Team & Collaboration
Partner with Operations; Partner with Training; Partner with Quality; Partner with Client stakeholders; Cross-functional teams
Communication Scope
Verbal communication; Written communication
Full Job Description
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. Sutherland Unlocking digital performance. Delivering measurable results. About the Role The Lead – SD Management (SME) plays a critical role in driving capability building, performance excellence, and operational readiness within the Mortgage Servicing line of business. This role is responsible for designing and delivering training programs, conducting deep performance analysis, and partnering with cross-functional teams to improve productivity, quality, and customer experience outcomes. You will act as a subject matter expert (SME) and performance enabler , ensuring frontline teams are equipped with the knowledge, skills, and tools needed to succeed in a fast-paced BPO mortgage servicing environment. Key Responsibilities Performance Management & Coaching * Conduct floor support, real-time coaching, and side-by-side interventions to drive agent performance improvements * Identify skill gaps and behavioral opportunities through call listening, audits, and trend analysis *
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