Team Manager – Insurance

Job Description

As a Team Manager – Insurance, you will be responsible for leading a team supporting disability, leave management, and insurance-related operations. This role requires a strong background in insurance claims, disability and leave administration, workers' compensation, and contact center operations. You will drive operational excellence, ensure compliance, develop high-performing teams, and deliver exceptional client and customer outcomes.

Key Responsibilities

Leadership & People Management

• Lead, coach, mentor, and develop a team of insurance professionals to achieve performance, quality, and productivity goals.
• Conduct regular performance reviews, coaching sessions, and action planning to improve employee performance and engagement.
• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
• Identify training and development opportunities to strengthen team capabilities and support career growth.

Operations Management

• Monitor daily operations and ensure achievement of service levels, key performance indicators (KPIs), quality metrics, and client expectations.
• Analyze operational data and performance trends to identify opportunities for improvement and drive business results.
• Develop and implement action plans to address performance gaps and improve customer experience.
• Ensure adherence to established workflows, policies, procedures, and regulatory requirements.

Insurance & Leave Management Expertise

• Maintain a comprehensive understanding of:
  • Workers' Compensation
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • Family and Medical Leave Act (FMLA)
  • State Leave Programs
  • Personal Leave of Absence (PLA/LOA)
  • Life Insurance and Disability Claims Administration
• Provide guidance and support to team members handling complex disability, leave, and workers' compensation cases.
• Interpret and apply medical terminology, insurance policies, eligibility requirements, and claims administration procedures.
• Support resolution of escalated cases and ensure accurate benefit determination and claims processing.

Client & Stakeholder Management

• Build and maintain strong relationships with clients, internal stakeholders, and cross-functional teams.
• Communicate operational updates, business insights, and performance results effectively.
• Collaborate with stakeholders regarding process improvements, client initiatives, policy updates, and business changes.
• Participate in business reviews, calibration sessions, and governance meetings as required.

Compliance & Quality Assurance

• Ensure compliance with client requirements, regulatory standards, and company policies.
• Conduct audits, quality reviews, and process compliance checks.
• Identify risks and implement corrective actions to maintain operational integrity.
• Promote a culture of quality, compliance, and continuous improvement.

Qualifications

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Required Qualifications

• Bachelor's Degree in any field preferred but not required.
• Minimum of 3 years of experience as a Team Manager, Team Leader, Operations Manager, or equivalent leadership role.
• Minimum of 3 years of experience in Disability Insurance, Leave Management, Workers' Compensation, Life Insurance, or related insurance services.
• Minimum of 3 years of experience in an inbound contact center, BPO, shared services, or customer operations environment.
• Strong understanding of disability and leave administration programs, including:
  • Workers' Compensation
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • FMLA
  • State Leave Programs
  • Leave of Absence (LOA)

Preferred Qualifications

• Experience managing teams supporting insurance claims, disability benefits, absence management, leave administration, or workers' compensation programs.
• Knowledge of claims adjudication, benefit administration, case management, return-to-work processes, and regulatory compliance.
• Experience working with healthcare, insurance, employee benefits, or disability management accounts.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Ability to interpret performance data and translate insights into actionable strategies.
• Excellent leadership, coaching, and people management skills.
• Strong client relationship management and stakeholder engagement capabilities.
• Excellent verbal and written communication skills.
• Effective time management, organizational, and multitasking abilities.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• Ability to thrive in a fast-paced, metrics-driven environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.