Associate Manager - Account Management
HyderabadFull-time4–7 yrsPosted 1 week ago
Mid-level account management role at Sutherland in Hyderabad. Needs 4+ years.
About the role
Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.
What you'll do
- Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met
- Supervise, coach, and develop a team of agents; manage rostering and shift planning
- Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies
- Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions
- Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
What you need
- Splunk
- Root cause analysis