Sutherland Global Services

Lead - GFSS

2 weeks ago
Job ID
Finance - Global Financial Shared Services


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!


  • 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


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


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