Sutherland
Banking
TeamManager|CollectionsAccount
“Team Manager | Collections Account at Sutherland. Skills: Team management, Collections, Coaching. Improve team performance on 1st Party Collections KPIs. Coach team members”
What You'll Achieve.
Improve team performance; Improve employee morale; Improve employee retention
Industry & Context.
Root cause analysis; Identify trends; Make suggestions for improvements
Night/shifting schedules
What They're Looking For.
Must Have
2 years experience as Team Leader/Manager, BPO setup experience, US banking and financial collections background, Work in fast-paced environment, Analytical skills, Verbal and written communication skills, Willing to work onsite, Willing to work night/shifting schedules
Nice to Have
Develop trust and professional rapport, Work as a team-player, Interpret data, identify trends, make suggestions
What You'll Do.
Improve team performance on 1st Party Collections KPIs
Set effective action plans
Address team level variation
Provide targeted coaching for outliers
Involve team in Continuous Improvement activities
Accomplish weekly deliverables
Ensure coaching compliance
Complete weekly audit requirement
Perform call scrubbings
Provide attendance infractions insights
Provide ideas to improve client product
Provide ideas to improve client business
Provide ideas to improve client processes
Provide ideas to improve client policies
Present team performance to clients
Address team attendance
Address team attrition
Remove barriers affecting People Metrics
Improve employee morale
Set accountability discussions
Report potential red flag on employee retention
Partner with Operations Manager on stay interviews
Keep employees informed of updates
Have team participate on engagement activities
Come up with team level mini engagement activities
How You'll Work.
Team & Collaboration
Cross-functional coordination; Vendor management; Stakeholder management; Client advocacy; Partner with Operations Manager
Communication Scope
Verbal communication; Written communication; Client presentations
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