Insurance Team Manager (Life & Disability)

About the Role As an Insurance Team Manager (Life & Disability) , you will be responsible for leading a team of insurance professionals supporting Life and Disability Insurance programs. You will drive performance, ensure service excellence, promote compliance, and foster a culture of continuous improvement and employee development. You will play a critical role in delivering exceptional customer experiences while achieving operational goals and client expectations. What You'll Do Team Leadership & Performance Management Lead, coach, and develop a team of insurance professionals to achieve operational and client goals. Drive employee engagement, accountability, and a high-performance culture. Conduct regular performance reviews, coaching sessions, and development discussions. Client & Stakeholder Management Serve as a key point of contact for internal and external stakeholders. Build strong relationships by understanding business needs, resolving issues promptly, and exceeding expectations. Collaborate with clients and partners on process updates, program enhancements, and business initiatives. Operational Excellence Monitor key performance indicators (KPIs) and identify opportunities to improve efficiency, quality, and productivity. Develop data-driven action plans and strategies that positively impact operational performance and business outcomes. Ensure adherence to service-level agreements (SLAs), quality standards, and compliance requirements. Insurance Expertise Leverage your expertise in: Disability Claims Short-Term Disability (STD) Long-Term Disability (LTD) Family and Medical Leave Act (FMLA) State Leave Programs Life Insurance Operations Guide teams through complex cases, medical terminology, claims processes, and policy requirements. Learning & Development Identify skill gaps and training opportunities. Partner with training and quality teams to enhance team capabilities and performance. Support continuous learning and career growth initiatives. Compliance & Risk Management Ensure compliance with regulatory, client, and operational requirements. Conduct process audits and reinforce adherence to established policies and procedures. Promote a culture of accuracy, integrity, and accountability. What We're Looking For Required Qualifications Minimum 3 years of experience as a Team Manager or Operations Leader in a contact center or BPO environment. Minimum 3 years of experience in Life Insurance and/or Disability Insurance operations . Minimum 3 years of experience managing Inbound Contact Center teams . Strong knowledge of Disability products, including: Short-Term Disability (STD) Long-Term Disability (LTD) FMLA State Leave Programs Proven ability to analyze data, identify trends, and implement performance improvement strategies. Strong leadership, coaching, and problem-solving skills. Excellent verbal and written communication skills. Proficiency in Microsoft Office applications. Willingness to work onsite in Taguig City . Preferred Bachelor's Degree in any field. Experience supporting US-based insurance clients. Background in claims administration, benefits management, or workforce management. Ready to take the next step in your insurance leadership career? Join Sutherland and become part of a team that's transforming the future of insurance operations through innovation, technology, and world-class customer experiences. Apply today and lead the future of Life & Disability Insurance operations. 🚀