Life & Disability Insurance Ops Team Lead

Sutherland; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland in Taguig City is seeking an experienced Insurance Operations Team Manager (Life & Disability) to lead a high-performing team and drive exceptional client outcomes. You will mentor staff, manage performance, and partner with clients to meet service levels.

The role requires at least 3 years in team leadership in an inbound contact center, plus strong knowledge of Life and Disability Insurance processes and compliance. Onsite work is required in Taguig.

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.

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 STD, LTD, FMLA, State Leave Programs, and 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 management

Operations leadership

Stakeholder management

Client-facing communication

Performance analytics

Coaching and development

Problem-solving

Time management

Education

Bachelor's degree

Tools

Excel

PowerPoint

Outlook

Job description

Sutherland in Taguig City is seeking an experienced Insurance Operations Team Manager (Life & Disability) to lead a high-performing team and drive exceptional client outcomes. You will mentor staff, manage performance, and partner with clients to meet service levels.

The role requires at least 3 years in team leadership in an inbound contact center, plus strong knowledge of Life and Disability Insurance processes and compliance. Onsite work is required in Taguig.