Team Manager Banking and Financial

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Sutherland in the Philippines is seeking an organized and goal-oriented Team Manager - Collections to lead a banking collections group. You will coach the team, drive customer experience metrics, and collaborate with operations to remove barriers to performance.

The role requires at least two years of team leadership in collections, strong analytical and communication skills, and comfort with MS Office. Onsite work at Clark is required, and you will partner with clients to deliver results.

Qualifications

• Two years of team-leader experience supporting banking/collections campaigns.
• Proficient in MS Office and data interpretation.
• Ability to work in a fast-paced environment and build trust with staff.
• Strong verbal and written communication in a professional manner.
• Amenable onsite work at Clark, Philippines.

Responsibilities

• Improve team performance on CX metrics through coaching, listening, and action plans.
• Deliver weekly coaching, audits, and attendance insights for the team.
• Address attendance and retention issues and present team performance to clients as needed.
• Collaborate with Operations to identify and implement process improvements.

Skills

Team leadership

Analytical skills

Verbal & written communication

MS Office

Fast-paced environment adaptation

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

• 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 FY26 PDP 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.