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For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

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.

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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.