Subject Matter Expert

Central Luzon
Permanent
Full-time

13 days ago

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.

Sutherland

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