Life & Disability Insurance Ops Team Lead

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

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.