Sr. Team Manager - Collections

About the role

We are looking for an organized, goal‑oriented Sr. Team Manager to lead our Collections team. You will drive performance, coach agents, and ensure high‑quality customer resolution across inbound and outbound calls.

Key responsibilities

• Manage team performance on Customer Experience metrics, including resolution calls.
• Provide behavioral coaching, conduct root‑cause analysis, and implement action plans.
• Address performance gaps, especially for outlier agents.
• Lead continuous‑improvement initiatives to boost operational efficiency.
• Ensure weekly coaching compliance, conduct audits, and monitor attendance trends.
• Generate actionable insights for clients and present performance updates as needed.
• Foster a positive work environment, manage attendance/attrition, and drive employee‑engagement programs.

Required profile

• Minimum 2 years experience as a Sr. Team Leader/Manager in banking or financial services, preferably collections.
• Strong background handling Customer Resolution Calls (inbound & outbound) covering payments, collections, payoffs, escrow, document requests, account status, and web‑based support.
• Proficiency with MS Office tools.
• Ability to thrive in a fast‑paced, performance‑driven environment.
• Excellent verbal and written communication, strong analytical and interpersonal skills.

Required skills

• MS Office

What we offer

• High‑impact Mortgage Program where your insights shape customer satisfaction.
• Collaborative environment that values innovation, data‑driven decisions, and continuous improvement.
• Exposure to leadership‑level reporting and cross‑functional initiatives.
• Opportunities for professional growth and advancement.