Senior Team Manager
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Senior Team Manager (STM) is responsible for leading and managing a group of Team Managers and their respective teams within a high-performing contact center campaign. This campaign includes credit sales loan/credit approval processing and end-to-end customer service. The STM ensures that all operational compliance and customer satisfaction objectives are met while driving continuous performance improvement.
Key Responsibilities
1. Team & Performance Leadership
Supervise a group of Team Managers (TMs) and support them in managing daily operations.
Align team performance with campaign goals across sales approval and service functions.
Conduct performance reviews provide coaching and support talent development.
2. Sales Management
Drive achievement of sales KPIs (e.g. conversion rate revenue per lead).
Monitor and improve sales processes and scripting adherence.
Implement tactical sales campaigns and agent incentive strategies.
3. Credit Approval Oversight
Ensure compliance with approval processes including KYC credit bureau checks and documentation validation.
Manage turnaround time and escalate exceptions appropriately.
Liaise with risk or underwriting teams for complex approvals.
4. Customer Service Excellence
Ensure consistent and high-quality service delivery across all channels (phone email chat).
Monitor service-related KPIs such as AHT FCR and CSAT/NPS.
Resolve customer complaints and service escalations when needed.
5. Quality & Compliance Assurance
Enforce company client and regulatory guidelines (e.g. data protection fair lending).
Oversee QA results compliance audits and corrective action plans.
Lead calibrations with internal and external stakeholders.
6. Operational Analysis & Reporting
Analyze team and campaign performance metrics.
Create and present weekly/monthly business performance reports.
Identify operational gaps and lead improvement initiatives.
7. Client & Stakeholder Management
Act as a key point of contact for client-facing operational issues.
Attend business reviews calibration sessions and planning meetings.
Communicate risk areas performance status and escalated issues to leadership and clients.
Qualifications :
Required Skills & Experience
35 years of experience in a contact center leadership role preferably in financial services or credit operations.
Strong knowledge of credit products and sales/customer service cycles.
Proven experience managing multiple teams and Team Managers.
Excellent communication coaching and analytical skills.
Proficiency in contact center tools (CRMs dialers QA platforms).
Knowledge of compliance frameworks (KYC data privacy financial regulations).
Preferred Qualifications
Bachelors degree in Business Finance Communications or related field.
Experience in managing end-to-end loan or credit product campaigns.
Bilingual or multilingual skills are a plus (e.g. English & Punjabi).
Key KPIs
Sales Conversion Rate
Credit Approval Turnaround Time
Customer Satisfaction (CSAT / NPS)
Quality Assurance Score
Agent Retention & Engagement
SLA Compliance
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Omnigraffle
- Technical Project Management
- Financial Services
- Growing Experience
- Database Development
- Management Experience
- Interaction Design
- Tableau
- Restoration
- Operations Management
- Big Data
- Alteryx
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. 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 ... View more
