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.
