- Job Title: Senior Team Manager | Autofinance Account | Clark
- Company: Sutherland
- Location: Clark Freeport, Pampanga, Philippines
- Job Type: Full-time
- Category: BPO, Customer Service, Banking & Finance
- Date Posted: July 4, 2025
- Experience Level: 5-10 years
- Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Managing a team of customer service representatives handling autofinance accounts for a major client.
- Driving team performance improvements in customer experience metrics (resolution and CSAT) through coaching, action planning, and continuous improvement activities.
- Acting as a client advocate, addressing team attendance and attrition issues, and fostering employee morale.
- Collaborating with operations managers on stay interviews and employee retention strategies.
- Providing insights and ideas to help the client improve their products, business processes, and policies.
ASSUMPTION: This role requires a strong focus on customer experience, team management, and client advocacy. Success in this position will depend on the manager's ability to balance performance improvement with employee engagement and client satisfaction.
📋 Key Responsibilities
✅ Team Performance Management:
- Conduct regular call listening and coaching sessions to improve team performance in customer experience metrics.
- Set effective action plans and hold team members accountable for achieving targets.
- Address team-level variation through targeted coaching and involvement in continuous improvement activities.
- Accomplish weekly deliverables, such as coaching compliance, weekly audits, team attendance infractions insights, and client presentations.
✅ Client Advocacy:
- Address team attendance and attrition issues through relationship building and barrier removal.
- Conduct accountability discussions on attendance and performance challenges.
- Report potential red flags on employee retention and partner with operations managers on stay interviews.
- Keep employees informed about internal and external updates and organize team-level engagement activities.
✅ Employee Engagement:
- Develop trust and professional rapport with employees and team members.
- Work proactively as a team-player to maintain a positive work environment.
- Come up with team-level mini engagement activities to boost morale.
ASSUMPTION: This role requires a high level of multitasking, as the manager will need to balance team performance improvement with employee engagement and client advocacy.
🎯 Required Qualifications
- Education: Bachelor's degree in Business Administration, Management, or a related field.
- Experience: At least 4 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background (credit card, collections, or auto loan).
- Required Skills:
- Proven team management and leadership skills.
- Strong analytical skills, with the ability to interpret data, identify trends, and make suggestions for improvements.
- Excellent verbal and written communication skills, with the ability to communicate clearly, constructively, and professionally.
- Strong interpersonal skills, with the ability to build relationships with employees and clients.
- Proficiency in using coaching tools and techniques to drive performance improvement.
- Experience working with US banking and financial processes and systems.
- Preferred Skills:
- Experience working with Sutherland or a similar BPO company.
- Familiarity with the client's specific products, services, or industry.
- Knowledge of continuous improvement methodologies, such as Lean Six Sigma.
ASSUMPTION: Candidates with experience in US banking and financial processes and systems, as well as those with a proven track record in team management and performance improvement, will be strong contenders for this role.
💰 Compensation & Benefits
- Salary Range: PHP 60,000 - 80,000 per month (industry standard for a senior team manager role in Clark, Pampanga, with 5-10 years of experience).
- Benefits:
- Health insurance and wellness programs.
- Employee discounts and perks.
- Opportunities for professional development and career growth.
- Working Hours: 40 hours per week, with night/shifting schedules. Sutherland offers flexible work arrangements, with the possibility of working overtime or on weekends as needed.
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles in the Clark, Pampanga area. Actual compensation may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
- Industry: Sutherland is a leading global business and digital transformation partner, working with iconic brands worldwide across various industries, including IT Services and IT Consulting.
- Company Size: Sutherland has 10,001+ employees, providing a large and diverse work environment with ample opportunities for growth and development.
- Founded: Sutherland was founded in 1986, with over three decades of experience in delivering business process excellence and market-leading technology solutions.
- Company Description: Sutherland offers a unique value proposition through market-leading technology and business process excellence. They drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions through a seamless "as a service" model. Sutherland's commitment goes beyond technology, with a talented team of over 38,000 people working in more than 60 global delivery centers.
- Company Specialties: Sutherland specializes in IT Services, Technology, Healthcare, Banking and Financial Services, Insurance, Travel & Entertainment, Telecom, software as a service, Google Cloud, Process Consulting, Design Thinking, Experience Labs, Digital Transformation, Customer Experience, Conversational AI, Data & Analytics, and Retail and CPG.
📊 Role Analysis
- Career Level: This role is a senior-level position, requiring a high level of experience and expertise in team management, customer service, and client advocacy.
- Reporting Structure: The Senior Team Manager reports directly to the Operations Manager and works closely with the Client Relationship Manager to ensure client satisfaction and performance targets are met.
- Work Arrangement: This role requires an on-site presence in Clark, Pampanga, with night/shifting schedules. Sutherland offers flexible work arrangements, with the possibility of working overtime or on weekends as needed.
- Growth Opportunities: Sutherland offers opportunities for professional development and career growth, with potential advancement to roles such as Operations Manager, Client Relationship Manager, or other senior leadership positions within the organization.
ASSUMPTION: This role offers significant growth opportunities for the right candidate, with the potential to advance their career within Sutherland's global organization.
🌍 Location & Work Environment
- Office Type: Sutherland's Clark, Pampanga office is a modern, state-of-the-art facility designed to provide a comfortable and productive work environment for employees.
- Office Location(s): Sutherland's Clark, Pampanga office is located at Pampanga-Clark B9, Office Center 09, Berthaphil Clark Center, Jose Abad, Santos Avenue, Clark Freeport Zone, Clark, Pampanga 2023, Philippines.
- Geographic Context: Clark, Pampanga is a bustling business and industrial park located approximately 80 kilometers north of Manila. It offers a mix of urban and suburban living, with numerous shopping, dining, and entertainment options nearby.
- Work Schedule: Sutherland operates on a 24/7 schedule to support its global clients. Employees may be required to work night shifts, weekends, or holidays as needed.
ASSUMPTION: Candidates should be comfortable working in an on-site environment with night/shifting schedules and be prepared to adapt to the dynamic nature of the BPO industry.
💼 Interview & Application Insights
- Typical Process: Sutherland's interview process typically consists of an initial phone or video screen, followed by one or more in-person or virtual interviews with hiring managers and team members. Candidates may also be asked to complete a skills assessment or case study as part of the interview process.
- Key Assessment Areas: Candidates can expect to be assessed on their team management skills, customer service experience, analytical skills, communication skills, and cultural fit with Sutherland's values and work environment.
- Application Tips:
- Customize your resume and cover letter to highlight your relevant experience and skills for this role.
- Be prepared to discuss your experience with US banking and financial processes and systems, as well as your familiarity with coaching tools and techniques.
- Research Sutherland's company culture and values to demonstrate your fit with the organization.
ATS Keywords: Team Management, Customer Experience, Coaching, Analytical Skills, Communication Skills, Relationship Building, Employee Engagement, Performance Improvement, Attendance Management, Attrition Management, Data Interpretation, Action Planning, Continuous Improvement, Morale Boosting, Fast-Paced Environment, Trust Development
ASSUMPTION: Sutherland uses Applicant Tracking Systems (ATS) to manage job applications, so it's essential to include relevant keywords in your resume and cover letter to improve your chances of being selected for an interview.
🛠️ Tools & Technologies
- Sutherland uses various tools and technologies to support its operations, including:
- Customer Relationship Management (CRM) software (e.g., Salesforce, Zendesk)
- Workforce Management (WFM) software (e.g., Aspect, Verint)
- Performance management and analytics tools (e.g., Tableau, Power BI)
- Collaboration and communication tools (e.g., Microsoft Teams, Slack)
ASSUMPTION: Candidates should be comfortable using various tools and technologies to support their work and be willing to learn and adapt to new tools as needed.
👔 Cultural Fit Considerations
- Company Values: Sutherland's core values include:
- Integrity: Upholding the highest ethical standards in all actions and decisions.
- Accountability: Taking ownership of one's responsibilities and delivering on commitments.
- Respect: Valuing and appreciating the diversity of thoughts, experiences, and backgrounds of colleagues and clients.
- Innovation: Embracing a culture of continuous learning and improvement.
- Collaboration: Working together to achieve common goals and drive success.
- Work Style: Sutherland's work environment is fast-paced, dynamic, and collaborative. Employees are expected to be:
- Proactive and self-motivated, with a strong sense of ownership and accountability.
- Adaptable and resilient, with the ability to thrive in a changing and unpredictable environment.
- Strong communicators, with the ability to build relationships and work effectively with team members, clients, and other stakeholders.
- Self-Assessment Questions:
- How do you align with Sutherland's core values, and how have you demonstrated these values in your previous roles?
- How comfortable are you working in a fast-paced, dynamic environment with night/shifting schedules?
- How do you approach building relationships and fostering a positive work environment with team members and clients?
ASSUMPTION: Candidates should carefully consider Sutherland's company values and work style to ensure they are a good fit for the organization's culture and work environment.
⚠️ Potential Challenges
- Workload: This role may require working overtime or on weekends as needed to meet client performance targets and address team attendance and attrition issues.
- Client Relationships: Building and maintaining strong client relationships may require frequent communication and collaboration with clients, as well as addressing any client concerns or issues that arise.
- Team Dynamics: Managing a team of customer service representatives may present unique challenges, such as addressing performance gaps, resolving conflicts, and fostering a positive work environment.
- Work-Life Balance: Working night shifts or on weekends may impact the candidate's personal and family life, requiring careful planning and time management.
ASSUMPTION: Candidates should be prepared to address these potential challenges and demonstrate their ability to manage their workload, build and maintain client relationships, manage team dynamics, and maintain a healthy work-life balance.
📈 Similar Roles Comparison
- Role Differentiators: This role differs from other team management positions in the BPO industry in its focus on client advocacy, employee engagement, and the unique challenges of working with US banking and financial processes and systems.
- Industry-Specific Context: The BPO industry in the Philippines is highly competitive, with numerous companies offering similar services. Sutherland differentiates itself through its focus on technology and innovation, as well as its commitment to delivering measurable results for its clients.
- Career Path Comparison: This role offers significant growth opportunities for the right candidate, with the potential to advance to operations management, client relationship management, or other senior leadership positions within Sutherland's global organization.
ASSUMPTION: Candidates should research Sutherland's unique value proposition and consider how their skills and experience align with the company's focus on technology, innovation, and client satisfaction.
📝 Sample Projects
- Client Advocacy: Developing and implementing a targeted coaching program to address team attendance and attrition issues, resulting in a 15% improvement in employee retention rates over six months.
- Performance Improvement: Conducting a comprehensive analysis of team performance data to identify trends and opportunities for improvement, leading to a 20% increase in customer experience metrics (resolution and CSAT) over a three-month period.
- Employee Engagement: Organizing and executing a team-building event or activity to boost morale and foster a positive work environment, resulting in a 10% increase in employee satisfaction scores.
ASSUMPTION: Candidates should be prepared to discuss their experience with similar projects and demonstrate their ability to drive performance improvement, engage employees, and advocate for clients in a dynamic and challenging work environment.
❓ Key Questions to Ask During Interview
- Role Responsibilities: Can you describe the most challenging aspects of this role and how you would approach them?
- Team Dynamics: How do you foster a positive work environment and address performance gaps or conflicts within your team?
- Client Relationships: How do you build and maintain strong client relationships, and how do you address client concerns or issues that arise?
- Growth Opportunities: What opportunities are there for professional development and career growth within Sutherland's global organization?
- Work-Life Balance: How does Sutherland support employees in maintaining a healthy work-life balance, particularly those working night shifts or on weekends?
ASSUMPTION: Candidates should prepare thoughtful and insightful questions to demonstrate their interest in the role and their understanding of Sutherland's business and work environment.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through [this link](https://jobs.smartrecruiters.com/Sutherland/744000068805762-sr-team-manager-autofinance-account-clark).
- Customize your resume and cover letter to highlight your relevant experience and skills for this role.
- Prepare for your interview by researching Sutherland's company culture, values, and unique value proposition.
- Follow up with Sutherland after submitting your application to confirm receipt and express your interest in the role.
⚠️ Disclaimer: This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
📌 Additional Information
- All information will be kept confidential according to EEO guidelines.
