Sutherland
Banking
Sr.TeamManager-Collections
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“Sr. Team Manager - Collections at Sutherland. Skills: Team Performance Management, Employee Engagement, Client Advocacy, Continuous Improvement. 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.”
Industry & Context.
Root cause analysis (RCA); Analytical skills with the ability to interpret data, identify trends, and recommend solutions.
What They're Looking For.
Must Have
Minimum 2 years of experience as a Sr. Team Leader/Manager in Banking and Financial Services, ideally within a collections environment., 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., interpersonal skills with the ability to build trust and rapport with teams., analytical skills with the ability to interpret data, identify trends, and recommend solutions., Excellent verbal and written communication skills.
Nice to Have
Mortgage collections experience (preferred but not required)., Experience in banking collections or alternative financial services collections profiles.
What You'll Do.
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.
Ensure coaching compliance
including RCA documentation and action plans.
Conduct weekly audits and call scrubbings.
Monitor and analyze team attendance trends using internal tools.
Generate actionable insights to help clients improve products
Present team performance updates to clients as needed.
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.
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.
How You'll Work.
Team & Collaboration
Cross-functional coordination; Partner with Operations Managers on stay interviews; Present team performance updates to clients
Communication Scope
Excellent verbal and written communication skills; Timely communication of internal and external updates
Full 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! 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 Cust
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