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. 🚀