Team Manager – Banking and Financial

Sutherland; Masamat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland is seeking an organized and goal-oriented Team Manager - Collections to lead a team responsible for customer experience metrics, including resolution and CSAT, through coaching and process improvements on-site in Clark. The role emphasizes coaching, attendance and attrition management, and collaboration with operations to drive performance and stay connected with clients.

Candidates should have at least two years of team leader experience in Banking/Financial services collections,

Qualifications

• At least two years of Team Leader experience in Banking and Financial services campaigns – specifically collections.
• Proficient in MS Office.
• Able to work in a fast-paced environment.
• Strong verbal and written communication skills.

Responsibilities

• Manage team performance and improve customer experience metrics (Resolution and CSAT) through coaching and action plans.
• Conduct weekly coaching, audits, and attendance insights using internal tools.
• Present team performance to clients as needed.
• Address attendance and attrition by building relationships and removing barriers.
• Lead site engagement activities and mini morale boosters.

Skills

Team Leadership

Banking/Finance

MS Office

Communication

Analytics

Teamwork

Tools

MS Office

Job description

Sutherland is seeking an organized and goal-oriented person to join us as a Team Manager - Collections. 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!

Job Description

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:
  • 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.

Qualifications

Qualifications:

• At least two years of Team Leader experience supporting Banking and Financial services campaigns – specifically collections.
• 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.

Internal Qualifications:

• Must have FY26PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.

Additional Information

All your information will be kept confidential according to EEO guidelines.