Team Manager – Collections Account

About the role

Sutherland is seeking an experienced Team Manager to lead a collections team focused on 1st Party banking and financial accounts. The role is based onsite in Clark, Pampanga and operates on a night/shifting schedule.

Key responsibilities

• Improve team performance on collections KPIs through call listening, behavioral coaching, and action‑plan development.
• Address performance variation by providing targeted coaching and participating in continuous‑improvement initiatives.
• Deliver weekly tasks such as coaching compliance, root‑cause analyses, audits, call scrubbings, and attendance insights using internal tools.
• Present team performance metrics to clients and propose ideas to enhance products, processes, or policies.
• Act as client advocate by managing attendance, attrition, and employee morale; conduct accountability discussions and stay‑interviews with Operations Manager.
• Communicate internal and external updates to the team and drive participation in site‑wide engagement activities.
• Design mini‑engagement events to boost team spirit.

Required profile

• Minimum 2 years experience as a Team Leader/Manager in a BPO setting with US banking and financial collections exposure.
• Ability to thrive in a fast‑paced environment and build trust with team members.
• Strong analytical capability to interpret data, spot trends, and recommend improvements.
• Excellent verbal and written communication skills.
• Willingness to work onsite in Clark, Pampanga on night/shifting schedules.

Required skills

What we offer

• Opportunity to lead a high‑performing collections team within a global technology‑driven BPO.
• Access to Sutherland’s advanced AI and analytics platforms.
• Professional development in a fast‑growing digital services environment.