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Operations Manager – Collections Specialist

hace 2 meses


San Fernando, Cádiz, España Sutherland A tiempo completo

**About Sutherland**

Sutherland is a leading provider of business process outsourcing solutions, seeking a highly organized and goal-oriented individual to join our team as an Operations Manager - Collections. We are a group of driven and supportive professionals who are passionate about delivering exceptional results.

**Job Summary**

We are looking for a skilled Operations Manager to oversee the performance of our collections team. The ideal candidate will have a strong background in operations and management, with experience in process transformation and collections.

**Key Responsibilities**

  • **Manage Cluster/Community Performance**: Oversee the performance of our collections team, ensuring that goals and objectives are met.
  • **Complete Weekly Coaching Sessions and Call Audits**: Conduct regular coaching sessions and call audits to ensure that team members are meeting performance expectations.
  • **Complete Weekly Huddles and Develop Team Strategy**: Lead weekly huddles to discuss team performance and develop strategies to achieve operational goals.
  • **Partner with Operations Manager on Continuous Improvement**: Collaborate with the Operations Manager to identify areas for improvement and develop action plans to implement changes.
  • **Client Advocate**: Serve as a liaison between the client and the collections team, ensuring that client needs are met.
  • **Accomplish Weekly Deliverables**: Complete weekly deliverables, including coaching compliance, team attendance infraction insights, and providing ideas to improve client products and processes.
  • **People Management**: Manage team members, including setting up accountability discussions, determining training needs, and keeping employees informed of internal and external updates.

**Qualifications**

  • A Bachelor's Degree is preferred but not required.
  • Three years of operations and management experience; process transformation experience.
  • Three to Four years of banking / financial services experience – particularly in collections.
  • Strong analytical skills; ability to interpret data, identify trends, and make suggestions for improvements.
  • Demonstrated leadership skills; ability to take the lead in making improvements and resolving issues.
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
  • Strong verbal and written communication skills; ability to communicate in a clear, constructive, and professional manner.
  • Excellent working knowledge of MS Office applications.

**Additional Information**

All information will be kept confidential according to EEO guidelines.