Collections Team Leader | Clark

Sutherland; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland in the Philippines is seeking a Collections Team Leader to drive performance and support a fast-paced, target-driven environment. This role acts as the bridge between agents and management, overseeing KPI adherence, scheduling, and proactive coaching.

You will conduct weekly 1-on-1 sessions, develop improvement plans, and ensure policy compliance while tracking trends and reporting to leadership. The position emphasizes collaboration and measurable results.

Qualifications

• At least two years of experience as a Team Leader in Collections.
• Ability to work in a fast-paced environment.
• Pro-active in developing trust and professional rapport with employees and team members.
• Strong analytical skills to interpret data, identify trends, and make improvements.
• Strong verbal and written communication skills.

Responsibilities

• Oversee agent adherence to KPIs such as Shrinkage, Productivity, Agent Scorecard, QA scores and Compliance.
• Manage agent scorecards to ensure performance targets are met.
• Ensure appropriate resource allocation and manage team schedules.
• Address individual and team-level challenges effectively.
• Maintain agent compliance with company and account-specific policies, including regulatory requirements.
• Conduct weekly 1-on-1 sessions with agents to review individual performance metrics and provide tailored coaching and all sessions should be uploaded to SQMS.
• Develop and execute performance improvement plans (PIP) for underperforming agents.
• Identify training needs and recommend skill enhancement programs.
• Promote professional growth by recommending training programs and providing constructive feedback.
• Motivate team members to achieve their goals through tailored coaching and recognition.
• Track daily, weekly, and monthly team performance against account-specific goals.
• Identify performance gaps and implement corrective action plans.
• Create and share performance reports with leadership, identifying trends and action points.
• Ensure alignment with account targets and strategies.
• Utilize root cause analysis to address performance bottlenecks and optimize workflows.

Skills

Team leadership

Collections experience

Analytical skills

Communication skills

Job description

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Job Description

The Collections Team Leader plays a pivotal role in ensuring team performance, alignment with organizational goals, and maintaining an effective and collaborative work environment. This individual serves as a bridge between team members and management, driving operational excellence, fostering motivation, and delivering results.

• Oversee agent adherence to KPIs such as Shrinkage, Productivity, Agent Scorecard, Quality Assurance (QA) scores and Compliance.
• Manage agent scorecards to ensure performance targets are met.
• Ensure appropriate resource allocation and manage team schedules.
• Address individual and team-level challenges effectively.
• Maintain agent compliance with company and account-specific policies, including regulatory requirements.
• Conduct weekly 1-on-1 sessions with agents to review individual performance metrics and provide tailored coaching and all sessions should be uploaded to SQMS.
• Develop and execute performance improvement plans (PIP) for underperforming agents.
• Identify training needs and recommend skill enhancement programs.
• Promote professional growth by recommending training programs and providing constructive feedback.
• Motivate team members to achieve their goals through tailored coaching and recognition.
• Track daily, weekly, and monthly team performance against account-specific goals.
• Identify performance gaps and implement corrective action plans.
• Create and share performance reports with leadership, identifying trends and action points.
• Ensure alignment with account targets and strategies.
• Utilize root cause analysis to address performance bottlenecks and optimize workflows.

Primary Focus Areas:

• Ensuring team performance aligns with account-specific KPIs. Team and Agent Scorecard - RPC% (20%), Urgency to RPC% (30%), Urgency Dollars/RPC% (20%), Absolute count of Urgency (30%)
• Driving the team to contribute to site rankings through consistent high performance. Client KPIs - Roll Rates, Cured Dollars and two months average Roll Rates.
• Delivering results that meet or exceed monthly client goals, including revenue (Market Share), retention, and satisfaction metrics.

Qualifications

Our most successful candidates will have:

• At least two years of experience as a Team Leader handling Collections - Banking and Financial campaign.
• Be able to work in a fast-paced environment.
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player.
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.