job description
Join Sutherland, a global leader in business process transformation, as a Team Leader for Auto Finance Collections (Autoloan) in beautiful Bali. Weâre seeking a dynamic, results-driven professional to lead our high-performing collections team, ensuring operational excellence while fostering a culture of accountability and customer-centric solutions.
In this role, youâll oversee a team of collections specialists, driving performance metrics, optimizing recovery strategies, and maintaining compliance with industry regulations. Your leadership will be pivotal in reducing delinquency rates, improving customer satisfaction, and contributing to the financial health of our auto finance portfolio.
Why Bali? Enjoy a tropical work environment with a perfect blend of professional growth and work-life balance. Sutherland offers competitive compensation, career advancement opportunities, and a collaborative workplace where your expertise will make a real impact.
Responsibility
- Lead, mentor, and motivate a team of collections specialists to achieve KPIs (e.g., recovery rates, call quality, compliance).
- Develop and implement effective collections strategies for autoloan accounts, minimizing delinquencies and losses.
- Monitor team performance through real-time analytics and provide data-driven coaching to improve productivity.
- Ensure adherence to regulatory guidelines (e.g., Fair Debt Collection Practices Act) and company policies.
- Collaborate with cross-functional teams (e.g., underwriting, customer service) to resolve complex account issues.
- Prepare and present performance reports to senior management with actionable insights.
- Handle escalated customer complaints with professionalism and empathy, preserving client relationships.
- Identify training needs and conduct upskilling sessions to enhance team capabilities.
Qualifications
- Bachelorâs degree in Business, Finance, or related field (or equivalent work experience).
- Minimum 3+ years of experience in collections, autoloan, or financial services, with 1+ year in a leadership role.
- Proven track record of meeting/exceeding collections targets in a high-volume environment.
- Strong knowledge of auto finance products, credit policies, and debt recovery processes.
- Excellent communication, negotiation, and conflict-resolution skills.
- Proficiency in CRM systems (e.g., Salesforce, Genesys) and Microsoft Office Suite.
- Ability to analyze financial data and generate strategic recommendations.
- Fluency in English (written and verbal); additional languages are a plus.