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.
Skills & Competencies
- 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.
All your information will be kept confidential according to EEO guidelines.