Sutherland is seeking a reliable and detail-oriented person to join us as an Auto Collections Service Delivery Director .
We are a group of driven and hard-working 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!
Service Delivery Directors in this role get to :
Strengthen relationships : end-to-end responsibility from defining to ensuring execution of program objectives, working closely with multiple client stakeholders and service delivery teams.
Impact the bottom line : work closely with senior stakeholders to build buy-in on profitability roadmap and deployment plans
Control risk : utilize strong program / account management and business analysis skills in order control costs, increase profitability while managing the client relationship
Ensure accuracy : define and maintain processes to ensure project management operations, reports and plans are relevant, accurate and complete.
Will also track and report on program performance, providing real-time, comprehensive, and prioritized view of all program / account objectives.
Manage the Team : manage expectations and relationships with program leaders / managers and senior stakeholders to ensure profitablity and process adherence
Our most ideal candidate will have :
Minimum of 8-10 years in US Auto Collections Experience
Span - should havemanaged at least 750+ FTE
Exposure to automated dialer - outbound / inbound IVR environment is preferred
Prior experience managing Capital One Auto will be an addedadvantage
Should be wellversed with collection metrics such as : roll rates, CE’s, conversion rates and other customer service / sales metrics such as SPH / CSAT / NPS, etc.
Open to relocation if required