Team Leader | Financial Account | Clark

Sutherland; Mabalacat; On-site; PHP 391,000 - 725,000; Full time

Job summary

Sutherland in Clark, Pampanga is seeking an organized and goal‑oriented Team Leader for Banking and Financial Accounts to guide a motivated group toward outstanding customer experience metrics.

You will coach the team, monitor performance, conduct weekly deliverables and audits, and partner with Operations to address attendance, retention and process improvements.

Qualifications

• At least two years of experience as a Team Leader handling Banking and Financial accounts.
• Proficient with MS Office tools.
• Ability to work in a fast-paced environment.
• Proactive in developing trust and professional rapport with team members.
• Strong analytical skills to interpret data and identify trends.
• Excellent verbal and written communication skills.

Responsibilities

• Managing Team Performance to improve Customer Experience metrics (Resolution and CSAT) via coaching and action plans.
• Accomplish weekly deliverables, including coaching compliance, RCAs and action plans.
• Perform weekly audits and call scrubbings.
• Track attendance insights and address issues using internal tools.
• Propose ideas to improve client products, processes, or policies.
• Present Team Performance to clients as needed.
• Act as Client advocate, addressing attendance and attrition and boosting morale.
• Set up accountability discussions on attendance and performance challenges.
• Report potential retention red flags and coordinate stay interviews with Operations.
• Keep team informed of internal and external updates.

Skills

Leadership experience

MS Office

Analytical skills

Communication skills

Job description

Sutherland is seeking an organized and goal-oriented person to join us as a Team Leader - Banking and Financial Account. We are a 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!

• 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 two years of experience as a Team Leader handling Banking and Financial campaign.

• 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.

• Amenable working onsite in Clark, Pampanga.