Team Leader | Banking and Financial Account | Clark

Sutherland; Mabalacat; On-site; PHP 670,000 - 893,000; Full time

Job summary

Sutherland in Clark is seeking a Team Leader for Banking and Financial Account to manage a focused team and improve customer experience metrics. You will coach, monitor attendance, and drive performance through data-driven actions.

The role requires at least 2 years of BPO team leadership in banking, fluency in MS Office, and the ability to work in a fast-paced environment. This full-time position offers growth and engagement opportunities in a dynamic site.

Qualifications

• At least 2 years of experience as a Team Leader/Manager in a banking/BPO setting.
• Proficient in MS Office.
• Thrives in a fast-paced environment with strong analytical skills.
• Excellent verbal and written communication.

Responsibilities

• Lead and coach the team to improve CX metrics (Resolution and CSAT) through call listening and action plans.
• Present Team Performance to Clients in as-needed basis.
• Address attendance and attrition, conducting stay interviews with the Operations Manager.
• Organize team engagement activities to boost morale.

Skills

Team leadership

Data analysis

Analytical thinking

Communication

Teamwork

Tools

MS Office

Job description

Team Leader | Banking and Financial Account | Clark

• Full-time

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.

• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
  • i. Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings
    • Team attendance infractions insights thru internal Sutherland attendance tool
  • ii. Provide ideas that can help the client improve their product, business, processes and/or policies
  • iii. Present Team Performance to Clients in as needed basis
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
  • i. Set up accountability discussions on attendance and performance challenges
  • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews
  • iii. Keep employees in the loop for any internal and external updates
    • Have Team participate on Site and Program employee engagement activities
  • iv. Come up with Team level mini engagement activities to hype morale

Our most successful candidates will have:

• At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking andfinancial background
• Be able to work in MS Office
• 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
• All your information will be kept confidential according to EEO guidelines.