Sutherland Global Services

Lead - GFSS

2 weeks ago
Job ID
2017-33660
Category
Finance - Global Financial Shared Services
IN-

Overview

Sutherland is seeking a reliable and detail-oriented person to join us as Lead - GFSS. We are a group of driven and hard-working 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!

Responsibilities

  • Keep management updated: Relay important information in the form of timely and accurate reports
  • Improve the company: Make recommendations to enhance processes and boost ease and efficiency
  • Shape workplace culture: Help & support team members in clarifying queries and share best practices
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
  • Take the lead: Complete research and resolve documentation gaps or discrepancies; forward more complex problems to Operations team for resolution
  • Strengthen relationships: Establish and maintain communication with clients and team members; understand needs, resolve issues, and meet expectations
  • Support the team: Maintain superior knowledge of products and policies; ensure agents have the knowledge, skills, and equipment to carry out their job functions

Qualifications

Education Requirements: Regular Graduate

Experience Requirements: 5+ years of experience in calling process talking to USA clients

 

To succeed in this position, you must:

 

  • Be willing to work in night shifts
  • Be able to manage a small team
  • Be proactive in handling tasks and expert in problem solving
  • Have excellent call handling, listening and data entry skills
  • Be able to create queries through ticketing tool for the unresolved queries
  • Have experience in responding to queries through voice calls and email or ticketing system
  • Be able to assign, monitor, manage the tickets with team along with resolving the self-assigned tickets
  • Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
  • Familiarity with GST/VAT and business tax regulations and reporting requirements is an added advantage

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed