Team Manager – Banking and Financial

Sutherland; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Sutherland is seeking a Team Manager - Collections to lead a dedicated group handling banking and financial services campaigns in the Philippines. The role focuses on coaching, performance management, and improving customer experience metrics such as resolution rates and CSAT through structured action plans.

You will partner with the Operations Manager to address attendance, retention, and escalations while driving engagement initiatives and ensuring timely reporting to clients.

Qualifications

• Two years of team leadership experience in banking/collections.
• Proficient in MS Office and data analysis.
• Able to work in a fast paced environment.
• Strong communication skills, both verbal and written.

Responsibilities

• Improve team performance on CX metrics through coaching and action plans.
• Conduct weekly coaching, audits, and attend to attendance insights.
• Address attendance and attrition through engagements and stay interviews.
• Present team performance to clients as required.

Skills

Team leadership

Analytical skills

Verbal and written communication

Pro-active

Team-player

Tools

MS Office

Job description

Company 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:

• 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.