Team Manager – Banking and Financial

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditExperience: 2+ yearsSkills: ["Coaching","Communication","Teamwork","Proactivity","Analytical thinking"]

Lead a collections-focused customer support team in the banking and financial services space. Improve Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and weekly coaching/RCAs with action plans. Conduct weekly audits and call scrubbings, track attendance using internal tools, and build relationships to address attrition and morale while keeping employees informed and presenting performance to clients as needed.

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FursaFursa
Sutherland
Sutherland
2 days ago

Team Manager – Banking and Financial

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead a collections-focused customer support team in the banking and financial services space. Improve Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and weekly coaching/RCAs with action plans. Conduct weekly audits and call scrubbings, track attendance using internal tools, and build relationships to address attrition and morale while keeping employees informed and presenting performance to clients as needed.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Manager level

Key Responsibilities

  • •Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and effective action plans.
  • •Run weekly deliverables including coaching compliance with RCAs and action plans, plus weekly audits and call scrubbings.
  • •Use internal attendance tools to identify attendance infractions and provide insights.
  • •Act as client advocate by addressing attendance and attrition through relationship building, improving morale, and setting accountability discussions.
  • •Track retention risks, support stay interviews with the Operations Manager, and present team performance to clients as needed.

Key Requirements

  • •At least two years of Team Leader experience supporting Banking and Financial services campaigns, specifically collections.
  • •Proficient in MS Office.
  • •Ability to work in a fast-paced environment.
  • •Proactive relationship-building and professional rapport with employees and team members; strong team-player.
  • •Strong analytical and communication skills, with the ability to interpret data, identify trends, and communicate clearly and constructively.
Experience:2+ yearsBankingFinancial servicesCollections
Skills:CoachingCommunicationTeamworkProactivityAnalytical thinking
Languages:English
Tech Stack:MS Office

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