Sutherland
Banking
TeamManager|CollectionsAccount
Neural analysis suggests this role is
optimal for mid candidates.
“Team Manager | Collections Account at Sutherland. Skills: Team performance management, Client advocacy, Employee engagement. 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
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
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
Build relationships with employees
Remove barriers affecting People Metrics
Improve employee morale
Set accountability discussions
Report red flags 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
Communication Scope
Verbal communication; Written communication
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. * Managing Team Performance: Improve team performance on 1st Party Collections KPIs through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities * Accomplish weekly deliverables, such as: * Coaching compliance inclusive of RCAs and action Plans. * Weekly Audit requirement and call scrubbings * Team attendance infractions insights thru internal Sutherland attendance tool * Provide ideas that can help the client improve their product, business, processes and/or policies * Present Team Performance to Clients in as needed basis * Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale * Set up accountability discussions on attendance and performance challenges * Repo
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