Insurance Operations Team Manager (Life & Disability)

Sutherland; Pateros; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Global organization

Leadership development

Career advancement

Continuous learning

Performance-driven environment

Employee success

Job summary

Sutherland is hiring an experienced Team Manager for Life & Disability Insurance in the Philippines. The role leads a high-performing team in a contact center, coaching staff, and ensuring top-quality customer experiences for a leading insurance program.

You will build client relationships, analyze performance data, and drive process improvements while developing talent. This onsite position in Taguig City offers leadership development and growth opportunities within a global organization.

Qualifications

• 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.
• Willingness to work onsite in Taguig City.

Responsibilities

• Lead, mentor, and motivate a team to achieve operational, quality, and client objectives.
• Build relationships with clients, stakeholders, and team members to meet goals.
• Analyze operational data, identify trends, and develop action plans to improve productivity and quality.
• Coach team members through feedback, performance management, and development initiatives.
• Identify training opportunities to strengthen team capability.
• Serve as SME on Life and Disability Insurance processes (STD, LTD, FMLA, state programs).
• Ensure adherence to procedures, compliance, and client standards.
• Collaborate with cross-functional teams to implement process improvements.
• Create a culture of accountability, engagement, and customer-centricity.

Skills

Team leadership

Stakeholder management

Coaching

Performance metrics

Client-facing communication

Problem solving

Time management

Organizational skills

Collaboration

Education

Bachelor's Degree (any field)

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

Company Description

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.

Job Description

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.

Qualifications

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.

Additional Information

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.