Collections Team Leader | Clark

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Analytical skills","Communication","Proactiveness","Teamwork","Coaching"]

Lead a collections team to deliver account-specific KPIs and monthly client goals for banking and financial campaigns. You’ll manage agent scorecards and schedules, coach agents through weekly 1-on-1s, and build performance improvement plans for underperformers. Track daily, weekly, and monthly results, identify performance gaps, run root-cause analysis to remove bottlenecks, and report trends and action points to leadership while ensuring compliance with company and regulatory policies.

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Sutherland
Sutherland
2 days ago

Collections Team Leader | Clark

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead a collections team to deliver account-specific KPIs and monthly client goals for banking and financial campaigns. You’ll manage agent scorecards and schedules, coach agents through weekly 1-on-1s, and build performance improvement plans for underperformers. Track daily, weekly, and monthly results, identify performance gaps, run root-cause analysis to remove bottlenecks, and report trends and action points to leadership while ensuring compliance with company and regulatory policies.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Oversee agent adherence to KPIs including Shrinkage, Productivity, Agent Scorecard, QA scores, and Compliance.
  • •Manage agent scorecards to ensure performance targets are met and conduct weekly 1-on-1 coaching sessions with agents (uploaded to SQMS).
  • •Ensure appropriate resource allocation and manage team schedules to support operations.
  • •Develop and execute performance improvement plans (PIPs) for underperforming agents, including corrective action when performance gaps are found.
  • •Track daily, weekly, and monthly team performance against account goals, use root cause analysis to address bottlenecks, and create performance reports for leadership with trends and action points.

Key Requirements

  • •At least two years of experience as a Team Leader handling collections for banking and financial campaigns.
  • •Ability to work effectively in a fast-paced environment.
  • •Strong analytical skills to interpret data, identify trends, and suggest improvements.
  • •Strong verbal and written communication skills for clear, professional, constructive interaction.
  • •Amenable to working onsite in Clark, Pampanga.
Experience:CollectionsBankingFinancial servicesPerformance management
Skills:Analytical skillsCommunicationProactivenessTeamworkCoaching
Languages:English

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor