Team Manager – Short-Term/Long-Term Disability Claims

4 days ago

Davao City, Davao, Philippines Sutherland Full time
Company Description

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.

Job Description

Key Responsibilities
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
    Qualifications

    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.
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