Insurance Operations Team Manager (Life & Disability)

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

At Sutherland , we help some of the world's most recognized brands transform customer experiences through innovative digital solutions, advanced technologies, and operational excellence.

With a strong focus on AI-powered transformation, automation, and customer-centric solutions, Sutherland continues to drive measurable business outcomes for global enterprises. Our people are at the center of this success, empowered to innovate, lead, and make a meaningful impact every day.

Sutherland. Digital Outcomes.

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.

Responsibilities

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.

Requirements

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 .

Benefits

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.