Collections Team Leader | Financial Account | Clark

Sutherland; Mabalacat; On-site; PHP 480,000 - 720,000; Full time

Job summary

Sutherland in Clark, Pampanga, is seeking a Collections Team Leader who will drive performance, align with client KPIs, and foster a collaborative working environment.

You will oversee KPI adherence, manage scorecards, schedule resources, coach agents, and develop improvement plans while ensuring policy compliance and timely coaching sessions.

Join a fast-paced team focused on accuracy, analytics, and client success.

Qualifications

• At least two years of experience as a Team Leader handling Collections in Banking/Financial campaigns.
• Ability to work in a fast-paced environment and build trust with team members.
• Strong analytical skills to interpret data and identify trends.

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 policies and regulatory requirements.
• Conduct weekly 1-on-1 coaching sessions with agents and log sessions in SQMS.
• Develop and execute performance improvement plans for underperforming agents.
• Identify training needs and recommend skill enhancement programs.
• Promote professional growth by providing constructive feedback.
• Motivate team members through coaching and recognition.
• Track performance against account targets and identify corrective actions.
• Create and share performance reports with leadership.
• Ensure alignment with account targets and strategies.
• Use root cause analysis to address bottlenecks and optimize workflows.

Skills

Team Leadership

Collections knowledge

Data analysis

Coaching

Communication

SQMS

Tools

SQMS

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

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.