Senior Manager, Insurance Operations

Confidential; Philippines; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

Confidential is seeking an experienced Senior Manager, Insurance Operations to lead high-performing teams supporting STD, LTD, and Life Insurance programs. This role shapes operational strategy, improves customer experiences, and drives business performance in a fast-paced environment.

You will coach managers, manage metrics, and partner with stakeholders to deliver exceptional outcomes for clients. Onsite in Taguig, you will champion continuous improvement and build a culture of accountability

Qualifications

• 8+ years of leadership experience in insurance/operations.
• Strong knowledge of STD, LTD, and Life Insurance processes.
• Proven ability to manage customer service or contact center operations.
• Excellent stakeholder management and executive presence.

Responsibilities

• Lead day-to-day operations for STD, LTD, Life Insurance, and customer service programs.
• Drive KPIs: productivity, quality, service levels, and customer satisfaction.
• Analyze performance data to identify improvement opportunities and implement changes.
• Develop strategies to enhance operational effectiveness and client outcomes.
• Coach and develop managers and team leaders to high performance.
• Partner with stakeholders to improve service delivery and client experiences.

Education

Bachelor's degree (preferred)

Job description

We're looking for an experienced Senior Manager, Insurance Operations to lead high-performing teams supporting Short-Term Disability (STD), Long-Term Disability (LTD), and Life Insurance programs. This is an exciting opportunity for a strategic operations leader who thrives in a fast-paced environment, excels at driving operational excellence, and is passionate about delivering exceptional customer and client outcomes.

If you're a results-oriented people leader with deep insurance operations expertise and a track record of building engaged, high-performing teams, we'd love to hear from you.

What You'll Do

As a Senior Manager, Insurance Operations, you will play a critical role in shaping operational strategy, improving customer experiences, and driving business performance.

Key Responsibilities

• Lead and oversee day-to-day operations supporting STD, LTD, Life Insurance, and Customer Service programs.
• Drive operational excellence through effective management of key performance indicators, productivity, quality, service levels, and customer satisfaction metrics.
• Analyze performance trends and operational data to identify opportunities for process optimization and business improvement.
• Develop and execute strategies that enhance operational effectiveness, support client objectives, and drive sustainable growth.
• Partner closely with internal stakeholders and business leaders to improve service delivery and customer experience.
• Champion continuous improvement initiatives, leveraging data-driven insights to increase efficiency and performance.
• Build strong relationships with clients, business partners, and cross-functional teams to ensure successful business outcomes.
• Lead, coach, and develop managers and team leaders, fostering a culture of accountability, engagement, and high performance.
• Ensure operational goals are consistently achieved while maintaining a strong focus on quality and customer-centricity.

What We're Looking For

Required Qualifications

• 8+ years of leadership experience in a BPO, contact center, shared services, insurance operations, or customer operations environment.
• Proven operational leadership experience supporting Short-Term Disability (STD), Long-Term Disability (LTD), and/or Life Insurance programs.
• 3+ years of experience managing customer service or contact center operations with responsibility for business performance outcomes.
• Demonstrated success leading teams responsible for insurance claims and customer service operations.
• Strong knowledge of STD, LTD, and Life Insurance processes, operations, and service delivery models.
• Proven ability to manage and improve key business metrics, including productivity, quality, service levels, customer experience, and financial performance.
• Exceptional analytical, problem-solving, and decision-making capabilities.
• Strong stakeholder management, communication, and executive presence.
• Experience building, coaching, and developing high-performing leadership teams.
• Bachelor's degree preferred but not required.
• Willingness to work onsite in Taguig.

Why Join Us?

• Lead a large-scale insurance operations function with significant business impact.
• Partner with senior leaders and key stakeholders to influence strategy and operational excellence.
• Drive meaningful transformation initiatives that improve customer and client experiences.
• Grow your leadership career while developing and mentoring future leaders.
• Join a collaborative, results-driven environment where your expertise and ideas are valued.