Insurance Team Manager (Life & Disability)

About the Role

As an Insurance Team Manager (Life & Disability), you will be responsible for leading a team of insurance professionals supporting Life and Disability Insurance programs. You will drive performance, ensure service excellence, promote compliance, and foster a culture of continuous improvement and employee development.

You will play a critical role in delivering exceptional customer experiences while achieving operational goals and client expectations.

What You'll Do

Team Leadership & Performance Management

• Lead, coach, and develop a team of insurance professionals to achieve operational and client goals.
• Drive employee engagement, accountability, and a high-performance culture.
• Conduct regular performance reviews, coaching sessions, and development discussions.

Client & Stakeholder Management

• Serve as a key point of contact for internal and external stakeholders.
• Build strong relationships by understanding business needs, resolving issues promptly, and exceeding expectations.
• Collaborate with clients and partners on process updates, program enhancements, and business initiatives.

Operational Excellence

• Monitor key performance indicators (KPIs) and identify opportunities to improve efficiency, quality, and productivity.
• Develop data-driven action plans and strategies that positively impact operational performance and business outcomes.
• Ensure adherence to service-level agreements (SLAs), quality standards, and compliance requirements.

Insurance Expertise

• Leverage your expertise in:
  • Disability Claims
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • Family and Medical Leave Act (FMLA)
  • State Leave Programs
  • Life Insurance Operations
• Guide teams through complex cases, medical terminology, claims processes, and policy requirements.

Learning & Development

• Identify skill gaps and training opportunities.
• Partner with training and quality teams to enhance team capabilities and performance.
• Support continuous learning and career growth initiatives.

Compliance & Risk Management

• Ensure compliance with regulatory, client, and operational requirements.
• Conduct process audits and reinforce adherence to established policies and procedures.
• Promote a culture of accuracy, integrity, and accountability.

What We're Looking For

Required Qualifications

• Minimum 3 years of experience as a Team Manager or Operations Leader in a contact center or BPO environment.
• Minimum 3 years of experience in Life Insurance and/or Disability Insurance operations.
• Minimum 3 years of experience managing Inbound Contact Center teams.
• Strong knowledge of Disability products, including:
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • FMLA
  • State Leave Programs
• Proven ability to analyze data, identify trends, and implement performance improvement strategies.
• Strong leadership, coaching, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications.
• Willingness to work onsite in Taguig City.

Preferred

• Bachelor's Degree in any field.
• Experience supporting US-based insurance clients.
• Background in claims administration, benefits management, or workforce management.

Ready to take the next step in your insurance leadership career?

Join Sutherland and become part of a team that's transforming the future of insurance operations through innovation, technology, and world-class customer experiences.

Apply today and lead the future of Life & Disability Insurance operations. 🚀