Team Manager - Life/Disability Insurance for Taguig

Sutherland; Taguig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Sutherland in Taguig is seeking a Team Manager for Life/Disability Insurance to lead a team supporting disability, leave management, and insurance-related operations. The role requires deep expertise in insurance claims, disability and leave administration, and contact center operations to drive operational excellence and compliant service delivery.

You will coach a high-performing team, ensure adherence to workflows and regulatory requirements, and collaborate with clients and internal teams to

Qualifications

• Bachelor's Degree in any field preferred but not required.
• 3+ years of experience as a Team Manager, Team Leader, Operations Manager, or equivalent leadership role.
• 3 years of experience in Disability Insurance, Leave Management, Workers' Compensation, Life Insurance, or related insurance services.
• 3 years of experience in an inbound contact center, BPO, shared services, or customer operations environment.

Responsibilities

• Lead, coach, mentor, and develop a team of insurance professionals to achieve performance, quality, and productivity goals.
• Monitor daily operations and ensure achievement of service levels, KPIs, quality metrics, and client expectations.
• Maintain knowledge of Workers' Compensation, STD, LTD, FMLA, State Leave Programs, PLA/LOA, and Life Insurance/Disability Claims Administration.
• Build and maintain relationships with clients, internal stakeholders, and cross-functional teams.
• Conduct audits, quality reviews, and process compliance checks.
• Promote a culture of quality, compliance, and continuous improvement.

Skills

Leadership

People management

Communication

Analytical thinking

Problem solving

Education

Bachelor's Degree

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

Team Manager - Life/Disability Insurance for Taguig

• Full-time

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

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We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland Digital Outcomes.

As a Team Manager – Insurance, you will be responsible for leading a team supporting disability, leave management, and insurance-related operations. This role requires a strong background in insurance claims, disability and leave administration, workers' compensation, and contact center operations. You will drive operational excellence, ensure compliance, develop high-performing teams, and deliver exceptional client and customer outcomes.

Key Responsibilities

Leadership & People Management

• Lead, coach, mentor, and develop a team of insurance professionals to achieve performance, quality, and productivity goals.
• Conduct regular performance reviews, coaching sessions, and action planning to improve employee performance and engagement.
• Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
• Identify training and development opportunities to strengthen team capabilities and support career growth.

Operations Management

• Monitor daily operations and ensure achievement of service levels, key performance indicators (KPIs), quality metrics, and client expectations.
• Analyze operational data and performance trends to identify opportunities for improvement and drive business results.
• Develop and implement action plans to address performance gaps and improve customer experience.
• Ensure adherence to established workflows, policies, procedures, and regulatory requirements.

Insurance & Leave Management Expertise

• Maintain a comprehensive understanding of:
  • Workers' Compensation
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • Family and Medical Leave Act (FMLA)
  • State Leave Programs
  • Personal Leave of Absence (PLA/LOA)
  • Life Insurance and Disability Claims Administration
• Provide guidance and support to team members handling complex disability, leave, and workers' compensation cases.
• Interpret and apply medical terminology, insurance policies, eligibility requirements, and claims administration procedures.
• Support resolution of escalated cases and ensure accurate benefit determination and claims processing.

Client & Stakeholder Management

• Build and maintain strong relationships with clients, internal stakeholders, and cross-functional teams.
• Communicate operational updates, business insights, and performance results effectively.
• Collaborate with stakeholders regarding process improvements, client initiatives, policy updates, and business changes.
• Participate in business reviews, calibration sessions, and governance meetings as required.

Compliance & Quality Assurance

• Ensure compliance with client requirements, regulatory standards, and company policies.
• Conduct audits, quality reviews, and process compliance checks.
• Identify risks and implement corrective actions to maintain operational integrity.
• Promote a culture of quality, compliance, and continuous improvement.

Required Qualifications

• Bachelor's Degree in any field preferred but not required.
• Minimum of 3 years of experience as a Team Manager, Team Leader, Operations Manager, or equivalent leadership role.
• Minimum of 3 years of experience in Disability Insurance, Leave Management, Workers' Compensation, Life Insurance, or related insurance services.
• Minimum of 3 years of experience in an inbound contact center, BPO, shared services, or customer operations environment.
• Strong understanding of disability and leave administration programs, including:
  • Workers' Compensation
  • Short-Term Disability (STD)
  • Long-Term Disability (LTD)
  • FMLA
  • State Leave Programs
  • Leave of Absence (LOA)

Preferred Qualifications

• Experience managing teams supporting insurance claims, disability benefits, absence management, leave administration, or workers' compensation programs.
• Knowledge of claims adjudication, benefit administration, case management, return-to-work processes, and regulatory compliance.
• Experience working with healthcare, insurance, employee benefits, or disability management accounts.
• Strong analytical and problem-solving skills.
• Ability to interpret performance data and translate insights into actionable strategies.
• Excellent leadership, coaching, and people management skills.
• Strong client relationship management and stakeholder engagement capabilities.
• Excellent verbal and written communication skills.
• Effective time management, organizational, and multitasking abilities.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• Ability to thrive in a fast-paced, metrics-driven environment.