Insurance Operations Team Manager (Life & Disability)

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Insurance & ActuarialExperience: 3+ yearsSkills: ["Leadership","Coaching","Stakeholder management","Problem-solving","Conflict resolution"]

Lead and motivate a life and disability insurance operations team in a contact center environment. You’ll mentor performance, manage operational quality and client outcomes, and analyze operational metrics to drive productivity and customer satisfaction. Serve as a subject matter expert across STD, LTD, FMLA, and state leave programs, ensure compliance with procedures and client standards, and collaborate with cross-functional stakeholders to implement continuous process improvements. Onsite in Taguig.

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Sutherland
Sutherland
1 day ago

Insurance Operations Team Manager (Life & Disability)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead and motivate a life and disability insurance operations team in a contact center environment. You’ll mentor performance, manage operational quality and client outcomes, and analyze operational metrics to drive productivity and customer satisfaction. Serve as a subject matter expert across STD, LTD, FMLA, and state leave programs, ensure compliance with procedures and client standards, and collaborate with cross-functional stakeholders to implement continuous process improvements. Onsite in Taguig.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Insurance & Actuarial
Seniority: Manager level

Key Responsibilities

  • •Lead, mentor, and motivate the team to meet operational, quality, and client performance objectives.
  • •Analyze operational data to identify trends and develop action plans to improve productivity, quality, and customer satisfaction.
  • •Coach team members with regular feedback, performance management, and career development initiatives.
  • •Ensure adherence to operational procedures, compliance requirements, and established client standards.
  • •Serve as a subject matter expert on Life and Disability Insurance processes (STD, LTD, FMLA, and state leave programs) and support process improvements with cross-functional teams.

Key Requirements

  • •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.
  • •Demonstrated success coaching, developing, and leading high-performing teams with strong stakeholder management.
Experience:3+ yearsContact centerInsurance operationsLife insuranceDisability insurance
Skills:LeadershipCoachingStakeholder managementProblem-solvingConflict resolution
Languages:English
Tech Stack:Microsoft OfficeExcelPowerPointOutlook

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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