Company Description:
Sutherland is seeking an organized and goal-oriented person to join us as a Sr. 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:
Key Responsibilities
1. Team Performance Management
- Drive and improve team performance across Customer Experience metrics, including Customer Resolution Calls (Inbound & Outbound).
- Provide behavioral coaching, conduct root cause analysis (RCA), and implement effective action plans.
- Address performance gaps through targeted coaching, especially for outliers.
- Lead continuous improvement initiatives to enhance operational efficiency.
Weekly Deliverables:
- Ensure coaching compliance, including RCA documentation and action plans.
- Conduct weekly audits and call scrubbings.
- Monitor and analyze team attendance trends using internal tools.
Additional Responsibilities:
- Generate actionable insights to help clients improve products, processes, and policies.
- Present team performance updates to clients as needed.
2. Employee Engagement & Client Advocacy
- Act as a people leader by fostering a positive work environment and improving employee morale.
- Manage attendance and attrition through effective relationship-building and by removing performance barriers.
Key Activities:
- Conduct accountability discussions related to attendance and performance.
- Identify retention risks and partner with Operations Managers on stay interviews.
- Ensure timely communication of internal and external updates to the team.
- Drive participation in employee engagement programs and initiatives.
- Develop and implement team-level engagement activities to boost morale.
Qualifications:
Required Qualifications
- Minimum 2 years of experience as a Sr. Team Leader/Manager in Banking and Financial Services, ideally within a collections environment.
- Strong background in handling Customer Resolution Calls (Inbound & Outbound)
including:
- Payments and collections
- Payoffs and escrow
- Document requests
- Account status and billing inquiries
- Web-based customer support
- Proficiency in MS Office tools.
- Ability to thrive in a fast-paced, performance-driven environment.
- Strong interpersonal skills with the ability to build trust and rapport with teams.
- Strong analytical skills with the ability to interpret data, identify trends, and recommend solutions.
- Excellent verbal and written communication skills.
Preferred Qualifications (Nice to Have)
- Mortgage collections experience(preferred but not required).
- Experience in banking collections or alternative financial services collections profiles.
Additional Information:
Internal Applicant Requirements
- FY25 PDP rating of Exceeds Most or Clearly Exceeds.
- At least 18 months tenure in current role.
- No active disciplinary action.
