Insurance Operations Team Manager - Life & Disability

Job Description

Lead. Inspire. Transform.

Are you an experienced insurance operations leader looking to take the next step in your career? Join Sutherland as a Team Manager - Life & Disability Insurance and play a pivotal role in driving operational excellence, coaching high-performing teams, and delivering exceptional customer experiences for a leading insurance program.

This is an exciting opportunity for leaders who thrive in a fast-paced environment, enjoy solving complex business challenges, and are passionate about developing talent while improving operational performance.

What You'll Do

• Lead, mentor, and motivate a team to consistently achieve operational, quality, and client performance objectives.
• Build strong relationships with clients, stakeholders, and team members to ensure business goals and service expectations are met.
• Analyze operational data, identify trends, and develop action plans that drive productivity, quality, and customer satisfaction.
• Coach team members through regular feedback, performance management, and career development initiatives.
• Identify training and development opportunities to strengthen team capability and improve overall performance.
• Serve as a subject matter expert on Life and Disability Insurance processes, including:
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • Family and Medical Leave Act (FMLA)
  • State Leave Programs
  • Medical and insurance-related terminology
• Ensure adherence to operational procedures, compliance requirements, and established client standards.
• Collaborate with cross-functional teams and business leaders to implement process improvements and operational initiatives.
• Create a culture of accountability, engagement, continuous improvement, and customer-centricity.

Qualifications

What We're Looking For

• Bachelor's Degree in any field preferred, but not required.
• At least 3 years of experience as a Team Manager or Operations Leader in a contact center environment.
• At least 3 years of experience supporting Life Insurance and/or Disability Insurance accounts.
• At least 3 years of experience in an Inbound Contact Center environment.
• Strong understanding of Life Insurance, Disability Claims, STD, LTD, FMLA, and related insurance processes.
• Proven ability to analyze performance metrics, identify opportunities, and implement effective solutions.
• Demonstrated success in coaching, developing, and leading high-performing teams.
• Strong stakeholder management and client-facing communication skills.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Strong organizational, multitasking, and time-management skills.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• Willingness to work onsite in Taguig City.

Additional Information

Why Join Sutherland?

• Join a global organization with a strong track record of innovation and growth.
• Lead a high-impact insurance operations team supporting critical customer needs.
• Work alongside industry professionals in a collaborative and performance-driven environment.
• Enjoy opportunities for leadership development, career advancement, and continuous learning.
• Be part of a company that values innovation, accountability, and employee success.

If you're a results-driven leader with a strong background in Life or Disability Insurance and a passion for developing people, we'd love to hear from you. Apply today and help shape exceptional customer experiences with Sutherland.