Collections Team Leader | Clark

Sutherland; Morong; On-site; PHP 781,000 - 1,004,000; Full time

Job summary

Sutherland is hiring a Collections Team Leader in the Philippines to drive team performance and ensure alignment with client KPIs. You will bridge agents and management, coaching individuals and the group while maintaining compliance and effective scheduling.

The role requires at least two years of leadership experience in collections, a proactive mindset, and strong analytical and communication skills. On-site work is in Clark, Pampanga.

Qualifications

• Two years of experience as a Team Leader in Collections - Banking/Financial campaigns.
• Ability to work in a fast-paced environment.
• Proactive in building trust and rapport with employees and team members.
• Strong analytical skills to interpret data, identify trends and suggest improvements.
• Excellent written and spoken communication.

Responsibilities

• Oversee adherence to KPIs: Shrinkage, Productivity, Agent Scorecard, QA, Compliance.
• Manage agent scorecards to ensure targets are met.
• Coordinate resource allocation and team scheduling.
• Provide coaching in weekly 1-on-1 sessions and document sessions in SQMS.
• Develop and execute performance improvement plans for underperformers.
• Identify training needs and recommend enhancement programs.
• Motivate team through coaching and recognition.
• Track performance against account-specific goals and provide reports to leadership.

Skills

Analytical skills

Verbal communication

Written communication

Proactive

Job description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

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.
• Amenable working onsite in Clark, Pampanga.