Sr. Team Manager - Collections | Clark at Sutherland Global Services UK Ltd

Angeles, Central Luzon, Philippines -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

0.0

Posted On

21 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Performance Management, Behavioral Coaching, Root Cause Analysis, Customer Experience Metrics, Employee Engagement, Collections Management, Analytical Skills, Interpersonal Skills, MS Office, Client Advocacy, Attrition Management, Operational Efficiency

Industry

IT Services and IT Consulting

Description

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 Why Join Us Be part of a high-impact Mortgage Program where your insights directly shape customer satisfaction. Work in a collaborative environment that values innovation, data-driven decisions, and continuous improvement. Gain exposure to leadership-level reporting and cross-functional initiatives. Opportunity to grow into senior roles within Quality, Operations, or Customer Experience leadership tracks.

Responsibilities

Drive team performance across customer experience metrics through coaching, root cause analysis, and continuous improvement initiatives. Lead employee engagement efforts to improve morale and manage attendance and attrition within a collections environment.