Team Manager - Banking Collections & Performance Leader

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 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,