Sr. Team Manager - Collections | Clark

Company Description

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.

2. 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.