Team Manager - Insurance Operations

Sutherland; Philippines; On-site; PHP 60,000 - 100,000; Full time

Job summary

Sutherland in the Philippines is seeking an experienced Team Manager - Insurance Operations to lead a high-performing team supporting disability and life insurance processes. You will coach, develop talent, and drive operational excellence through data-driven decision making.

As a Team Manager, you will analyze performance metrics, build stakeholder relationships, ensure compliance, and identify training opportunities.

Qualifications

• At least 3 years of experience as a Team Manager, Team Leader, Operations Manager, or equivalent people leadership role in a contact center environment.
• At least 3 years of experience supporting Disability Insurance and/or Life Insurance operations.
• At least 3 years of inbound contact center experience.
• Proven ability to lead teams, drive performance, and achieve operational goals.
• Strong analytical and problem-solving skills with the ability to interpret data and turn insights into action.
• Excellent stakeholder management, communication, and presentation skills.
• Strong organizational, time-management, and multitasking capabilities.
• Proficiency in Microsoft Office applications.
• Willingness to work onsite in Taguig City.

Responsibilities

• Lead, coach, motivate, and develop a team to consistently achieve performance and quality targets.
• Drive operational excellence through performance management, workforce optimization, and data-driven strategies.
• Analyze business trends, performance metrics, and operational reports to identify improvement opportunities and deliver measurable results.
• Build strong working relationships with stakeholders and ensure alignment with business objectives.
• Identify training and development opportunities to enhance team capability and effectiveness.
• Ensure compliance with operational processes, company policies, and quality standards.
• Support the implementation of process improvements, operational initiatives, and business updates.
• Serve as a point of escalation for complex operational or employee-related concerns.
• Maintain a strong understanding of Disability and Life Insurance processes, related systems, and industry best practices.

Skills

Team leadership

Performance management

Data-driven decision making

Stakeholder management

Analytical skills

Communication skills

Multitasking

Microsoft Office

Education

Bachelor's degree

Tools

CRM systems

Job description

About Sutherland

At Sutherland, we're driving digital transformation for some of the world's most recognized brands through the power of people, technology, AI, and operational excellence.

With decades of experience in customer experience, business process services, analytics, automation, and cloud solutions, we help organizations achieve measurable business outcomes while creating meaningful career opportunities for our employees.

If you're a results-driven leader with a passion for developing people, improving performance, and delivering exceptional customer experiences, we'd love to meet you.

Lead. Inspire. Make an Impact.

We're looking for an experienced Team Manager - Insurance Operations to lead a high-performing team supporting insurance-related services. This role is ideal for leaders who thrive in a fast-paced environment, enjoy coaching and developing talent, and are passionate about driving operational excellence through data-driven decision-making.

As a Team Manager, you will play a critical role in achieving service excellence, improving business outcomes, and fostering a culture of accountability, collaboration, and continuous improvement.

What You'll Do

• Lead, coach, motivate, and develop a team to consistently achieve performance and quality targets.
• Drive operational excellence through performance management, workforce optimization, and data-driven strategies.
• Analyze business trends, performance metrics, and operational reports to identify improvement opportunities and deliver measurable results.
• Build strong working relationships with stakeholders and ensure alignment with business objectives.
• Identify training and development opportunities to enhance team capability and effectiveness.
• Ensure compliance with operational processes, company policies, and quality standards.
• Support the implementation of process improvements, operational initiatives, and business updates.
• Serve as a point of escalation for complex operational or employee-related concerns.
• Maintain a strong understanding of Disability and Life Insurance processes, related systems, and industry best practices.

What We're Looking For

Required Qualifications

• At least 3 years of experience as a Team Manager, Team Leader, Operations Manager, or equivalent people leadership role in a contact center environment.
• At least 3 years of experience supporting Disability Insurance and/or Life Insurance operations.
• At least 3 years of inbound contact center experience.
• Proven ability to lead teams, drive performance, and achieve operational goals.
• Strong analytical and problem-solving skills with the ability to interpret data and turn insights into action.
• Excellent stakeholder management, communication, and presentation skills.
• Strong organizational, time-management, and multitasking capabilities.
• Proficiency in Microsoft Office applications.
• Willingness to work onsite in Taguig City.

Preferred Qualifications

• Bachelor's degree in any field.
• Experience managing insurance claims, disability case management, leave administration, or related insurance support functions.
• Background in performance improvement, coaching, and employee development.

Why Join Sutherland

• Join a global organization known for innovation, transformation, and operational excellence.
• Work with talented leaders and industry professionals.
• Be part of a culture that values growth, collaboration, and continuous learning.
• Enjoy opportunities for career advancement and professional development.
• Make a meaningful impact by leading teams that drive exceptional customer and business outcomes.