Sutherland
Banking
AssociateManager-TeamManager
Neural analysis suggests this role is
optimal for mid candidates.
“Associate Manager - Team Manager at Sutherland. Skills: leadership, coaching, operational metrics, compliance. Lead, coach, and develop team members. Achieve performance, productivity, quality, and recovery goals”
What You'll Achieve.
achieve performance goals; achieve productivity goals; achieve quality goals; achieve recovery goals; drive operational performance; enhance customer experience; ensure compliance adherence; drive employee development; align with client expectations; align with business goals
Industry & Context.
analytical skills; ability to interpret data; identify trends; implement action plans
What They're Looking For.
Must Have
At least 6 months in current role, No disciplinary actions, Completed TMU Essentials, English B2 skills, analytical skills, Proven leadership, coaching, and employee development capabilities, Excellent verbal and written communication skills, organizational and time management skills, Ability to manage multiple priorities, Ability to work in a fast-paced, performance-driven environment, Proficiency in Microsoft Office applications, particularly Excel and PowerPoint
Nice to Have
Experience handling escalations, Operational reporting experience, Compliance-related processes experience, Knowledge of collections regulations, Customer service best practices knowledge, Auto loans experience, Credit cards experience, PLOC UIL experience, DDA experience, Mortgage servicing experience, Home Equity experience, Skip tracing and asset search experience, Recovery negotiation strategies experience, Experience with platforms such as Fiserv, FACS, Genesys, TSYS, Shaw, or similar systems
What You'll Do.
and develop team members
Monitor operational metrics
Review and communicate business results
Balance workload and queue assignments
Support escalations and assist agents
Ensure compliance with requirements
documentation reviews
compliance validations
Ensure completion of certifications and attestations
Partner with Workforce Management
Quality and Operations leadership
Participate in calibrations
Ensure accurate reporting
How You'll Work.
Team & Collaboration
Partner with Workforce Management, Training, Quality and Operations leadership; Participate in calibrations, business reviews, operational meetings, and client discussions
Communication Scope
Excellent verbal and written communication skills
Full Job 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 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, b
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