Job 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!

Responsibilities:

• Managing Team Performance: Improve team performance on Customer Experience metrics (Customer Resolution Calls (Inbound & Outbound), 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 (Customer Resolution Calls (Inbound & Outbound) -payments, payoffs, escrow, document requests, account status, billing inquiries, and web support.
• 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.

Internal Qualifications:

• Must have FY25 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.