Strategic Collections Team Lead — Banking Ops (Onsite)

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

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.