Team Manager, Collections - Banking & Finance (Clark)

Sutherland Global; Hinoba-an; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

Sutherland Global is seeking a Team Manager - Collections to lead and coach a collections team, driving improvements in customer experience metrics. The role focuses on coaching, performance management, and process improvements to meet client requirements.

The ideal candidate brings at least two years of team leadership experience in banking/collections, strong analytical abilities, and excellent verbal and written communication skills.

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.

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.
• Accomplish weekly deliverables, such as coaching compliance including RCAs and action plans, weekly audit and call scrubbings, and attendance insights.

Skills

Team leadership

Analytical skills

Verbal and written communication

Tools

MS Office

Job description

Sutherland Global is seeking a Team Manager - Collections to lead and coach a collections team, driving improvements in customer experience metrics. The role focuses on coaching, performance management, and process improvements to meet client requirements.

The ideal candidate brings at least two years of team leadership experience in banking/collections, strong analytical abilities, and excellent verbal and written communication skills.