Job Description

Lead High-Performing Teams. Drive Insurance Excellence. Shape Customer Outcomes.

Are you an experienced people leader with a passion for Life and Disability Insurance operations? Join Sutherland, a global leader in Digital Transformation, where you will lead talented teams, drive operational excellence, and make a meaningful impact on customers navigating critical life events.

This is an exciting opportunity to combine your expertise in insurance operations with leadership, analytics, and stakeholder management while working with one of the world's leading digital business transformation companies.

Why Join Sutherland?

At Sutherland, we don't just support businesses, we help transform them.

Powered by Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics, we partner with some of the world's most recognized brands to deliver exceptional customer experiences and business outcomes.

As part of our Insurance Operations team, you'll have the opportunity to:

• Lead and develop high-performing teams
• Work with global clients and industry experts
• Drive process improvements and operational innovation
• Gain exposure to cutting-edge technologies and digital solutions
• Build a rewarding leadership career in a fast-growing organization

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.

Qualifications

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.

Additional Information

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. 🚀