Team Leader | Collections Account | Clark

Sutherland; Central Luzon; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in BPO is looking for a Collections Team Leader to improve team performance metrics in Clark, Pampanga. The ideal candidate will have at least two years of experience in a similar role focusing on banking and financial accounts. Responsibilities include managing team performance, advocating for client relations, and enhancing employee engagement. This role requires strong leadership, analytical abilities, and excellent communication skills.

Qualifications

• Minimum of two years of experience in a Team Leader role focusing on Banking and Financial campaigns.
• Experience working in a fast-paced environment.
• Strong ability to build professional rapport and trust with team members.

Responsibilities

• Manage team performance on Customer Experience metrics.
• Accomplish weekly deliverables related to coaching compliance.
• Provide ideas for client product improvements.
• Advocate for team attendance and improve employee morale.

Skills

Team Leadership

Analytical Skills

Verbal Communication

Written Communication

MS Office

Job description

Sutherland is seeking an organized and goal-oriented person to join us as a Collections Team Leader - Banking and Financial Account. We group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Responsibilities

• 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.
• Accomplish weekly deliverables, such as:
  • Coaching compliance inclusive of RCAs and action plans.
  • Weekly audit requirement and call scrubbings.
  • Team attendance infractions insights through internal Sutherland attendance tool.
• Provide ideas that can help the client improve their product, business, processes and or policies.
• Present team performance to clients as needed.
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect people metrics. Improve employee morale.
  • Set up accountability discussions on attendance and performance challenges.
  • Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
  • Keep employees in the loop for any internal and external updates.
  • Have team participate on site and program employee engagement activities.
  • Come up with team level mini engagement activities to hype morale.

Qualifications

• At least two years of experience as a Team Leader handling Banking and Financial campaign – specifically collections.
• Be able to work in MS Office.
• Be able to work in a fast‑paced environment.
• Be proactive 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.