Team Manager - Insurance Operations

Hammerjack Pty Ltd; Taguig; On-site; PHP 900,000 - 1,150,000; Full time

Job summary

Sutherland is seeking a Team Manager - Insurance Operations to lead a high-performing team onsite in Taguig, Manila. You will coach, develop talent, and drive performance in disability and life insurance processes, ensuring adherence to policies and continuous improvement.

The role emphasizes data-driven decision-making, stakeholder collaboration, and delivering exceptional customer experiences while maintaining service excellence and compliance.

Qualifications

• 3+ years as Team Manager/Team Leader/Operations Manager in a contact center environment
• 3+ years supporting Disability Insurance or Life Insurance operations
• 3+ years of inbound contact center experience
• Strong analytical and problem-solving skills with ability to turn data into action

Responsibilities

• Lead, coach, motivate, and develop a team to achieve performance and quality targets.
• Drive operational excellence through performance management, workforce optimization, and data-driven strategies.
• Analyze business trends, performance metrics, and reports to identify improvement opportunities.
• Build relationships with stakeholders and align with business objectives.
• Identify training opportunities to enhance team capability.
• Ensure compliance with processes and policies.
• Support implementation of process improvements and updates.
• Serve as escalation point for complex concerns.
• Maintain understanding of Disability and Life Insurance processes.

Skills

Team leadership

Stakeholder management

Data-driven decision making

Analytical thinking

Education

Bachelor's degree

Tools

Microsoft Office

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.