Insurance Operations Team Lead — Data-Driven Leader

Sutherland; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Sutherland is seeking an experienced Team Manager - Insurance Operations in Taguig, Philippines. You will lead a high-performing team delivering disability and life insurance support, ensuring service excellence and adherence to policies.

The role focuses on coaching, data-driven decisions, and collaboration with stakeholders to improve business outcomes and customer experiences. Onsite work in Taguig is required.

Qualifications

• 3+ years in a Team Manager or equivalent leadership role in a contact center.
• 3+ years supporting Disability Insurance and/or Life Insurance operations.
• 3+ years of inbound contact center experience.
• Strong analytical and problem-solving skills with the ability to interpret data and turn insights into action.
• Excellent stakeholder management, communication, and presentation skills.

Responsibilities

• Lead, coach, motivate, and develop a team to consistently achieve performance and quality targets.
• Drive operational excellence through performance management, workforce optimization, and data-driven strategies.
• Analyze business trends, performance metrics, and operational reports to identify improvement opportunities and deliver measurable results.
• Build strong working relationships with stakeholders and ensure alignment with business objectives.
• Identify training and development opportunities to enhance team capability and effectiveness.
• Ensure compliance with operational processes, company policies, and quality standards.
• Support the implementation of process improvements, operational initiatives, and business updates.
• Serve as a point of escalation for complex operational or employee-related concerns.
• Maintain a strong understanding of Disability and Life Insurance processes, related systems, and industry best practices.

Skills

Team leadership

Insurance operations

Contact center experience

Data-driven decision making

Stakeholder management

MS Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Sutherland is seeking an experienced Team Manager - Insurance Operations in Taguig, Philippines. You will lead a high-performing team delivering disability and life insurance support, ensuring service excellence and adherence to policies.

The role focuses on coaching, data-driven decisions, and collaboration with stakeholders to improve business outcomes and customer experiences. Onsite work in Taguig is required.