Lead. Inspire. Transform.
Are you an experienced insurance operations leader looking to take the next step in your career? Join Sutherland as a Team Manager - Life & Disability Insurance and play a pivotal role in driving operational excellence, coaching high-performing teams, and delivering exceptional customer experiences for a leading insurance program.
This is an exciting opportunity for leaders who thrive in a fast-paced environment, enjoy solving complex business challenges, and are passionate about developing talent while improving operational performance.
What You'll Do
- Lead, mentor, and motivate a team to consistently achieve operational, quality, and client performance objectives.
- Build strong relationships with clients, stakeholders, and team members to ensure business goals and service expectations are met.
- Analyze operational data, identify trends, and develop action plans that drive productivity, quality, and customer satisfaction.
- Coach team members through regular feedback, performance management, and career development initiatives.
- Identify training and development opportunities to strengthen team capability and improve overall performance.
- Serve as a subject matter expert on Life and Disability Insurance processes, including:
- Short-Term Disability (STD)
- Long-Term Disability (LTD)
- Family and Medical Leave Act (FMLA)
- State Leave Programs
- Medical and insurance-related terminology
- Ensure adherence to operational procedures, compliance requirements, and established client standards.
- Collaborate with cross-functional teams and business leaders to implement process improvements and operational initiatives.
- Create a culture of accountability, engagement, continuous improvement, and customer-centricity.
What We're Looking For
- Bachelor's Degree in any field preferred, but not required.
- At least 3 years of experience as a Team Manager or Operations Leader in a contact center environment.
- At least 3 years of experience supporting Life Insurance and/or Disability Insurance accounts.
- At least 3 years of experience in an Inbound Contact Center environment.
- Strong understanding of Life Insurance, Disability Claims, STD, LTD, FMLA, and related insurance processes.
- Proven ability to analyze performance metrics, identify opportunities, and implement effective solutions.
- Demonstrated success in coaching, developing, and leading high-performing teams.
- Strong stakeholder management and client-facing communication skills.
- Excellent problem-solving, decision-making, and conflict-resolution abilities.
- Strong organizational, multitasking, and time-management skills.
- Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
- Willingness to work onsite in Taguig City.
Why Join Sutherland?
- Join a global organization with a strong track record of innovation and growth.
- Lead a high-impact insurance operations team supporting critical customer needs.
- Work alongside industry professionals in a collaborative and performance-driven environment.
- Enjoy opportunities for leadership development, career advancement, and continuous learning.
- Be part of a company that values innovation, accountability, and employee success.
If you're a results-driven leader with a strong background in Life or Disability Insurance and a passion for developing people, we'd love to hear from you. Apply today and help shape exceptional customer experiences with Sutherland.