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 onsite12 months of experience in BFS verticalExperience with complex customer scenarios in payments, or e-commerceExperience 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 requiredMust 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.