Sutherland is seeking a dynamic and experienced Team Manager to lead a team of claims specialists handling short-term and long-term disability claims. In this role, you will oversee daily operations, ensure compliance with client and industry standards, and foster a high-performing team environment. You’ll be pivotal in driving operational excellence, maintaining customer satisfaction, and achieving key performance metrics in a fast-paced BPO setting.

Key Responsibilities

1. Team Leadership and Development
   • Lead, coach, and mentor a team of claims specialists to meet performance metrics and service level agreements (SLAs).
   • Monitor team productivity, identify gaps, and implement improvement plans to boost efficiency and quality.
   • Conduct regular team huddles, performance reviews, and one-on-one coaching sessions to ensure continuous growth and development.
2. Claims Operations Oversight
   • Supervise the processing of short-term and long-term disability claims, ensuring accuracy, compliance, and timely resolution.
   • Manage escalations for complex claims, providing solutions while maintaining a client-centric approach.
   • Analyze claims data and generate reports to track team performance and identify trends.
3. Client Engagement and Relationship Management
   • Serve as the primary point of contact for clients, ensuring alignment with their expectations and addressing concerns promptly.
   • Participate in client calls and business reviews to provide insights into performance metrics and discuss operational strategies.
4. Compliance and Quality Assurance
   • Ensure all claims are processed according to company policies, client guidelines, and relevant regulatory standards.
   • Conduct audits and quality checks to maintain the highest level of service and minimize errors or risks.
5. Continuous Improvement and Innovation
   • Identify areas for process optimization and collaborate with stakeholders to implement best practices.
   • Stay updated on industry trends, tools, and technologies to enhance claims operations.

Education:

• Bachelor’s degree in business, healthcare, insurance, or a related field (or equivalent experience).

Experience:

• Minimum of 3–5 years in disability claims processing, preferably in a BPO environment.
• At least 2 years of experience in a supervisory or managerial role.

Skills and Competencies:

• Strong understanding of short-term and long-term disability claims processes, including medical documentation and terminology.
• Proven leadership abilities, with experience in managing and motivating high-performing teams.
• Excellent communication and interpersonal skills, with a focus on client and stakeholder engagement.
• Analytical and problem-solving skills, with attention to detail.
• Proficient in claims management systems, data analysis tools, and MS Office applications.

Preferred:

• Experience with U.S.-based disability insurance accounts.
• Familiarity with Lean, Six Sigma, or other process improvement methodologies.