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 Youll 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.

Qualifications :

What Were 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

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

Additional Information :

Ready to take the next step in your insurance leadership career

Join Sutherland and become part of a team thats 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.

Remote Work :

No

Employment Type :

Full-time