Sutherland
Financial Services
AssociateManager-TeamManager
Neural analysis suggests this role is
optimal for mid candidates.
“Associate Manager - Team Manager at Sutherland. Skills: Collections management, Operational leadership, Compliance management. Lead team members. Coach team members”
What You'll Achieve.
Achieve performance goals; Achieve productivity goals; Achieve quality goals; Achieve recovery goals; Drive operational performance; Drive customer experience; Ensure compliance adherence; Ensure employee development; Align with client expectations; Align with business goals
Industry & Context.
Analytical skills; Interpret data; Identify trends; Implement action plans; Handle escalations; Handle complex customer situations
What They're Looking For.
Must Have
1 year leadership experience, English B2 skills, Analytical skills, Leadership capabilities, Coaching capabilities, Employee development capabilities, Verbal communication skills, Written communication skills, Organizational skills, Time management skills, Ability to manage multiple priorities, Ability to work in fast-paced environment, Proficiency in Microsoft Office, Proficiency in Excel, Proficiency in PowerPoint
Nice to Have
Experience handling escalations, Experience operational reporting, Experience compliance-related processes, Knowledge of collections regulations, Knowledge of customer service best practices, Experience in Auto loans, Experience in Credit cards, Experience in PLOC UIL, Experience in DDA, Experience in Mortgage servicing, Experience in Home Equity, Experience in Skip tracing, Experience in asset search, Experience in Recovery negotiation strategies, Experience with Fiserv, Experience with FACS, Experience with Genesys, Experience with TSYS, Experience with Shaw
What You'll Do.
Achieve performance goals
Achieve productivity goals
Achieve quality goals
Achieve recovery goals
Monitor operational metrics
Monitor Promise-to-Pay
Monitor delinquency rates
Monitor recovery rates
Monitor productivity performance
Monitor quality performance
Review business results
Communicate business results
Manage staffing plans
Manage workload balancing
Manage queue assignments
Assist agents with complex situations
Handle hardship requests
Handle fraud concerns
Handle legal escalations
Perform compliance validations
Ensure completion of certifications
Ensure completion of attestations
Partner with Workforce Management
Partner with Training
Partner with Operations leadership
Support business objectives
Support process improvements
Participate in calibrations
Participate in business reviews
Participate in operational meetings
Participate in client discussions
Ensure accurate reporting
Ensure accurate documentation
Ensure accurate system updates
How You'll Work.
Team & Collaboration
Cross-functional coordination; Partner with Workforce Management; Partner with Training; Partner with Quality; Partner with Operations leadership; Client discussions
Communication Scope
Verbal communication; Written communication; Business results communication; Client discussions
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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