Company Description
Sutherland is seeking a diligent and self-motivated person to join us as a Subject Matter Expert for Service Delivery in our Pioneer Fintech Program. . The ideal candidate will bring deep industry knowledge and hands-on experience in the BFS domain and will support training initiatives, new hire enablement, and act as a key knowledge resource across teams. This position is critical in ensuring the alignment of operational goals with client expectations, while mentoring new hires and Tier 1 experts.
Job Description
Key Responsibilities:
- Serve as a subject matter expert for the BFS domain, ensuring accuracy and consistency in program knowledge and client deliverables.
- Support Tier 1 experts with complex queries, escalations, and real-time assistance.
- Contribute to knowledge base creation, updates, and maintenance.
- Provide mentoring and feedback to new hires during nesting or ramp-up phases.
- Monitor trends in performance and quality to provide actionable insights.
- Ensure adherence to compliance, data security, and client-specific guidelines.
Qualifications
ROLE REQUIREMENTS
- Will report onsite
- 12 months of experience in BFS vertical
- Experience with complex customer scenarios in payments, or e-commerce
- Experience mentoring, training, or onboarding new team members is strongly preferred.
- Excellent communication skills (written and verbal) and the ability to simplify complex BFS concepts.
- High attention to detail and ability to work under pressure.
- Strong problem-solving skills and a customer-centric mindset.
Internal
- Must have PDP score of Exceeds Expectations (4) or Outstanding (5), averaging 3 months, a review of FY24 may be required
- Must have no Active DA
Additional Information
The candidate will be reporting to a team manager.
They will undergo the same product knowledge and certification for the product as with Tier 1 agents.
50% of the time, they will as well be on productive state to ensure that product knowledge and experience is concrete.
(Internal) - this should be taken against our Tier 1 class requirement, following 1:100 for now.