Insurance Operations Team Manager (Life & Disability)

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.
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.

Employment type
Full-time

Work arrangement
No