Sutherland
Financial Services
LeadSDManagement(SME)
“Lead - SD Management (SME) at Sutherland. Skills: Performance management, Training delivery, Operational readiness. Conduct floor support. Provide real-time coaching”
What You'll Achieve.
Improve agent performance; Improve quality; Improve productivity; Improve compliance metrics; Enhance operational efficiency; Reduce errors; Improve customer experience outcomes
Industry & Context.
Analytical skills; Problem-solving skills
What They're Looking For.
Must Have
Minimum 12 months tenure, Performance rating meets expectations or higher, No active disciplinary action
Nice to Have
Background in US Residential Mortgage Servicing (Voice), Familiarity with performance management tools, Familiarity with QA frameworks, Familiarity with LMS platforms
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 performance 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 US Mortgage Servicing guidelines
Ensure adherence to regulatory requirements
Ensure adherence to company policies
Recommend process improvements
Implement process improvements
Enhance operational efficiency
Contribute to a culture of continuous learning
Contribute to a culture of accountability
Contribute to a culture of excellence
Design training programs
Deliver training programs
Conduct deep performance analysis
Partner with cross-functional teams
Improve customer experience outcomes
Equip frontline teams with knowledge
Equip frontline teams with skills
Equip frontline teams with tools
How You'll Work.
Team & Collaboration
Cross-functional teams; Operations stakeholders; Training stakeholders; Quality stakeholders; Client stakeholders
Communication Scope
Verbal communication; Written communication
Applying for this Lead - SD Management (SME) role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Sutherland?
Real rants from real employees. Read before you apply.