Insurance Operations Team Manager (Life & Disability)

Sutherland; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sutherland in Taguig City is seeking a Team Manager - Life & Disability Insurance to lead a high-performing contact center operations team, coach staff, and deliver exceptional client experiences for a major insurance program.

You will analyze performance data, partner with stakeholders, and drive process improvements while ensuring adherence to policies and service standards. The role requires 3+ years in leadership within inbound centers and solid Life/Disability insurance knowledge.

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.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• Willingness to work onsite in Taguig City.

Responsibilities

• 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, Long-Term Disability, 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.

Skills

Team leadership

Operations management

Contact center

Life & Disability Insurance

Stakeholder management

Client-facing

Coaching

Performance analytics

Problem-solving

Education

Bachelor's degree

Tools

Excel

PowerPoint

Outlook

Job 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.