Life & Disability Insurance Team Lead

Sutherland; Taguig; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Based in Taguig City, Sutherland is seeking an experienced Insurance Team Manager (Life & Disability) to lead a high-performing operations team by delivering service excellence, process improvements, and compliant outcomes for Life and Disability programs.

You will coach staff, manage stakeholder expectations with global clients, and drive talent development while promoting a culture of accuracy, accountability, and results within a dynamic BPO environment.

Qualifications

• 3+ years as a Team Manager or Operations Leader in a contact center or BPO environment.
• 3+ years in Life Insurance and/or Disability Insurance operations.
• 3+ years managing inbound contact center teams.
• Strong knowledge of Disability products: STD, LTD, FMLA, State Leave Programs.
• Ability to analyze data, identify trends, and drive performance improvements.
• Excellent verbal and written communication skills.
• Willingness to work onsite in Taguig City.

Responsibilities

• Lead, coach, and develop a team of insurance professionals to achieve operational and client goals.
• Drive employee engagement, accountability, and a high-performance culture.
• Conduct regular performance reviews, coaching sessions, and development discussions.
• Serve as a key point of contact for internal and external stakeholders.
• Build strong relationships by understanding business needs, resolving issues promptly, and exceeding expectations.
• Collaborate with clients and partners on process updates, program enhancements, and business initiatives.
• Monitor KPIs and identify opportunities to improve efficiency, quality, and productivity.
• Develop data-driven action plans and strategies that positively impact operational performance and business outcomes.
• Ensure adherence to SLAs, quality standards, and compliance requirements.
• Promote a culture of accuracy, integrity, and accountability.
• Guide teams through complex insurance cases and policy requirements.

Skills

Team Leadership

Life Insurance

Disability Insurance

Inbound Contact Center

Data Analysis

Stakeholder Mgmt

MS Office

Onsite Taguig

Education

Bachelor's Degree

Tools

MS Office

Job description

Based in Taguig City, Sutherland is seeking an experienced Insurance Team Manager (Life & Disability) to lead a high-performing operations team by delivering service excellence, process improvements, and compliant outcomes for Life and Disability programs.

You will coach staff, manage stakeholder expectations with global clients, and drive talent development while promoting a culture of accuracy, accountability, and results within a dynamic BPO environment.