Sr. Team Manager - Collections

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.

1. 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

Why Join Us

Be part of a high-impact Mortgage Program where your insights directly shape customer satisfaction.

Work in a collaborative environment that values innovation, data-driven decisions, and continuous improvement.

Gain exposure to leadership-level reporting and cross-functional initiatives.

Opportunity to grow into senior roles within Quality, Operations, or Customer Experience leadership tracks.