Operations Manager – Collections Specialist
hace 5 días
**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**: Ensure that team members are meeting weekly deliverables, including coaching compliance, team attendance, and client feedback.
- **Provide Ideas for Client Improvement**: Identify opportunities for the client to improve their product, business, processes, and policies.
- **People Management**: Manage team members, including setting goals, providing feedback, and developing training plans.
- **Set Up Accountability Discussions**: Conduct regular accountability discussions with team members to address attendance and performance issues.
- **Determine Training Needs**: Identify training needs for team members and develop plans to equip them with the necessary skills and knowledge.
- **Keep Employees Informed**: Keep team members informed of internal and external updates, including company news and industry developments.
**Requirements**
- **Bachelor's Degree**: A Bachelor's Degree is preferred but not required.
- **Operations and Management Experience**: Three years of operations and management experience, with a focus on process transformation.
- **Collections Experience**: Three to four years of experience in collections, preferably in the banking or financial services industry.
- **Analytical Skills**: Strong analytical skills, with the ability to interpret data, identify trends, and make suggestions for improvements.
- **Leadership Skills**: Demonstrated leadership skills, with the ability to take the lead in making improvements and resolving issues.
- **Time Management**: Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- **Communication Skills**: Strong verbal and written communication skills, with the ability to communicate in a clear, constructive, and professional manner.
- **MS Office Applications**: Excellent working knowledge of MS Office applications.
**Additional Information**
All information will be kept confidential according to EEO guidelines.
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