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 DevelopmentLead, 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 OversightSupervise 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 ManagementServe 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 AssuranceEnsure 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 InnovationIdentify 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.