Insurance Ops Team Lead — Drive Excellence & Growth

Sutherland; Philippines; On-site; PHP 60,000 - 100,000; Full time

Job summary

Sutherland in the Philippines is seeking an experienced Team Manager - Insurance Operations to lead a high-performing team supporting disability and life insurance processes. You will coach, develop talent, and drive operational excellence through data-driven decision making.

As a Team Manager, you will analyze performance metrics, build stakeholder relationships, ensure compliance, and identify training opportunities.

Qualifications

• At least 3 years of experience as a Team Manager, Team Leader, Operations Manager, or equivalent people leadership role in a contact center environment.
• At least 3 years of experience supporting Disability Insurance and/or Life Insurance operations.
• At least 3 years of inbound contact center experience.
• Proven ability to lead teams, drive performance, and achieve operational goals.
• Strong analytical and problem-solving skills with the ability to interpret data and turn insights into action.
• Excellent stakeholder management, communication, and presentation skills.
• Strong organizational, time-management, and multitasking capabilities.
• Proficiency in Microsoft Office applications.
• Willingness to work onsite in Taguig City.

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

Performance management

Data-driven decision making

Stakeholder management

Analytical skills

Communication skills

Multitasking

Microsoft Office

Education

Bachelor's degree

Tools

CRM systems

Job description

Sutherland in the Philippines is seeking an experienced Team Manager - Insurance Operations to lead a high-performing team supporting disability and life insurance processes. You will coach, develop talent, and drive operational excellence through data-driven decision making.

As a Team Manager, you will analyze performance metrics, build stakeholder relationships, ensure compliance, and identify training opportunities.