Senior Team Manager – Collections

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Overseeing Team Performance: Enhance team effectiveness on Customer Experience metrics (Customer Resolution Calls - both Inbound & Outbound), providing behavioral coaching and establishing actionable plans.

• Tackle team-level discrepancies through focused coaching for outliers and participation in Continuous Improvement initiatives.

• Fulfill weekly obligations, including: Coaching compliance encompassing RCAs and action plans, weekly audit requirements, call scrubbings, and insights into team attendance infractions via the internal Sutherland attendance tool.

• Offer recommendations that could assist the client in enhancing their product, business processes, and/or policies.

• Present Team Performance to Clients as necessary.

• Act as a client advocate: Address team attendance and attrition by fostering relationships and removing obstacles that impact People Metrics.

• Boost employee morale: Initiate accountability discussions regarding attendance and performance issues, report potential red flags concerning employee retention, collaborate with the Operations Manager on stay interviews, and keep employees informed on any internal and external updates.

• Encourage Team participation in Site and Program employee engagement activities.

• Develop mini engagement activities at the team level to elevate morale.

⛳️ Requirements

• Minimum of two years of experience as a Team Leader in Banking and Financial services campaigns, particularly in collections.

• Proficient in using MS Office.

• Ability to thrive in a fast-paced environment.

• Demonstrate proactivity in building trust and professional relationships with employees and team members; collaborate effectively as a team player.

• Possess strong analytical skills; capable of interpreting data, recognizing trends, and proposing improvements.

• Exhibit strong verbal and written communication abilities; must communicate in a clear, constructive, and professional manner.

• Internal Qualifications: Must have a FY25 PDP score of Exceeds Most or Clearly Exceeds.

• A minimum tenure of 18 months is required.

• No Active DA.

🏝️ Benefits

• Employees have the option to work remotely.