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 . 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. Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics. At Sutherland , we help some of the world's most recognized brands transform customer experiences through innovative digital solutions, advanced technologies, and operational excellence. With a strong focus on AI-powered transformation, automation, and customer-centric solutions, Sutherland continues to drive measurable business outcomes for global enterprises. Our people are at the center of this success, empowered to innovate, lead, and make a meaningful impact every day. Sutherland. Digital Outcomes.