Team Manager – Insurance
1 day ago
About Sutherland
At Sutherland, we are redefining how businesses perform in the digital era. Powered by Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics, we partner with some of the world's most iconic brands to deliver measurable business results.
With over 200 patented inventions, Sutherland leads digital transformation through a seamless as-a-service model—optimizing operations, reinventing customer experiences, and unlocking new possibilities by combining human expertise with intelligent technology.
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Role Overview
As a Team Manager – Insurance, you will play a critical leadership role in driving operational excellence, service quality, and team performance within a Life Insurance program. You will lead, coach, and inspire your team while ensuring compliance, efficiency, and superior client and customer outcomes.
This role is ideal for a results-driven leader with strong Life Insurance expertise who thrives in a fast-paced, data-driven environment and enjoys collaborating with cross-functional stakeholders.
Key Responsibilities
In this role, you will:
- Lead and manage day-to-day team performance to consistently meet or exceed service level agreements (SLAs), quality standards, and customer satisfaction targets
- Oversee inventory management for both back-office and contact center operations to ensure optimal workflow and productivity
- Build and maintain strong relationships with clients and internal stakeholders by understanding business needs, resolving issues, and delivering on expectations
- Analyze performance data, reports, and operational trends to develop effective, data-driven strategies that positively impact business results
- Identify training gaps and collaborate with support teams to ensure agents are equipped with the skills and knowledge required for success
- Apply a strong working knowledge of Life Insurance claims processes, system tools, and operational procedures to guide the team effectively
- Partner with stakeholders on promotions, process updates, and operational changes to ensure smooth execution
- Ensure strict compliance with all defined processes, policies, and regulatory requirements across team members, partners, and third-party providers
- Coach, mentor, and develop team members to build a high-performing, engaged, and accountable team culture
Qualifications & Experience
The most successful candidates will have:
- Bachelor's degree in any field (preferred but not required)
- At least 2 yrs of experience in a people leadership or team management role
- 3–5 yrs of hands-on experience supporting a Life Insurance program (required)
- Background in Healthcare or other Insurance programs (preferred)
- Familiarity with FINEOS or similar insurance platforms (advantageous)
- Strong analytical skills with the ability to interpret data, identify trends, and drive continuous improvement
- Proven leadership capabilities in coaching, performance management, and problem-solving
- Excellent time management and multitasking skills in a high-volume environment
- Strong verbal and written communication skills
- Proficiency in Microsoft Office applications
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