Company Description:
About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
Job Description:
As a Team Manager supporting the PNC program, you will lead a team of collection specialists across Consumer, Mortgage & Recovery & verticals. This role is responsible for driving operational performance, customer experience, compliance adherence, and employee development while ensuring alignment with client expectations and business goals.
Key responsibilities include:
- Lead, coach, and develop team members to achieve performance, productivity, quality, and recovery goals.
- Monitor operational metrics such as RPC, Promise-to-Pay, delinquency, recovery rates, productivity, and quality performance.
- Review and communicate daily, weekly, and monthly business results with the team.
- Manage attendance, staffing plans, schedules, workload balancing, and queue assignments.
- Support escalations and assist agents with complex customer situations, including hardship requests, disputes, fraud concerns, bankruptcy, and legal escalations.
- Ensure compliance with all client, investor, and regulatory requirements including FDCPA, CFPB, GLBA, TCPA, RESPA, and FCRA guidelines.
- Conduct audits, documentation reviews, compliance validations, and ensure completion of required certifications and attestations.
- Partner with Workforce Management, Training, Quality and Operations leadership to support business objectives and process improvements.
- Participate in calibrations, business reviews, operational meetings, and client discussions as needed.
- Ensure accurate reporting, documentation, and system updates across all operational processes.
Qualifications:
Our most successful candidates will have:
- At least 6 months in current role and no disciplinary actions
- Must have completed TMU Essentials
- Minimum 1 year of leadership or supervisory experience in collections, banking, financial services, mortgage servicing, recovery, or related operations.
- English B2 skills
- Strong analytical skills with the ability to interpret data, identify trends, and implement action plans.
- Proven leadership, coaching, and employee development capabilities.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Ability to work in a fast-paced, performance-driven environment.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Experience handling escalations, operational reporting, and compliance-related processes preferred.
- Knowledge of collections regulations and customer service best practices preferred.
Additional Information:
Preferred experience in one or more of the following areas:
- Auto loans
- Credit cards
- PLOC UIL
- DDA
- Mortgage servicing
- Home Equity
- Skip tracing and asset search
- Recovery negotiation strategies
Systems Knowledge:
Experience with platforms such as Fiserv, FACS, Genesys, TSYS, Shaw, or similar systems is a plus.
