Sr. Team Manager - Collections | Clark

Company 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!

Job Description:

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 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.
• Strong interpersonal skills with the ability to build trust and rapport with teams.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend solutions.
• Excellent verbal and written communication skills.

Preferred Qualifications (Nice to Have)

• Mortgage collections experience (preferred but not required).
• Experience in banking collections or alternative financial services collections profiles.

Additional Information:

Internal Applicant Requirements

• FY25 PDP rating of Exceeds Most or Clearly Exceeds.
• At least 18 months tenure in current role.
• No active disciplinary action.