Insurance Ops Team Lead — Grow Talent & Performance

Hammerjack Pty Ltd; Taguig; On-site; PHP 900,000 - 1,150,000; Full time

Job summary

Sutherland is seeking a Team Manager - Insurance Operations to lead a high-performing team onsite in Taguig, Manila. You will coach, develop talent, and drive performance in disability and life insurance processes, ensuring adherence to policies and continuous improvement.

The role emphasizes data-driven decision-making, stakeholder collaboration, and delivering exceptional customer experiences while maintaining service excellence and compliance.

Qualifications

• 3+ years as Team Manager/Team Leader/Operations Manager in a contact center environment
• 3+ years supporting Disability Insurance or Life Insurance operations
• 3+ years of inbound contact center experience
• Strong analytical and problem-solving skills with ability to turn data into action

Responsibilities

• Lead, coach, motivate, and develop a team to achieve performance and quality targets.
• Drive operational excellence through performance management, workforce optimization, and data-driven strategies.
• Analyze business trends, performance metrics, and reports to identify improvement opportunities.
• Build relationships with stakeholders and align with business objectives.
• Identify training opportunities to enhance team capability.
• Ensure compliance with processes and policies.
• Support implementation of process improvements and updates.
• Serve as escalation point for complex concerns.
• Maintain understanding of Disability and Life Insurance processes.

Skills

Team leadership

Stakeholder management

Data-driven decision making

Analytical thinking

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Sutherland is seeking a Team Manager - Insurance Operations to lead a high-performing team onsite in Taguig, Manila. You will coach, develop talent, and drive performance in disability and life insurance processes, ensuring adherence to policies and continuous improvement.

The role emphasizes data-driven decision-making, stakeholder collaboration, and delivering exceptional customer experiences while maintaining service excellence and compliance.