Unemployment Claims Team Manager

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

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We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

The Unemployment Claims Manager is responsible for overseeing the end-to-end management of unemployment insurance claims across multiple U.S. states. This role ensures compliance with federal and state unemployment laws, manages claims processing operations, and leads a team responsible for responding to claims, appeals, and hearings. The manager will collaborate with HR, Payroll, and Legal teams while leveraging systems such as Equifax unemployment management services and Workday HRIS for accurate claims administration and reporting.

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Key Responsibilities

Claims Management

- Manage the full lifecycle of unemployment insurance claims including claim intake, investigation, response, adjudication, appeals, and hearings.

- Review and approve employer responses submitted to state agencies to ensure accuracy and compliance.

- Monitor claim volumes, timelines, and resolution metrics to ensure service level agreements (SLAs) are met.

- Handle escalated and complex unemployment claims cases.

Team Leadership

- Lead, mentor, and manage a team of unemployment claims specialists.

- Conduct performance evaluations, coaching sessions, and training programs.

- Allocate workload and ensure operational efficiency across claims processing teams.

System & Tool Management

- Utilize Equifax unemployment management systems for claims processing and employer responses.

- Use Workday HRIS to extract employee separation data, payroll records, and termination details.

- Maintain accurate documentation and case management records.

Compliance & Risk Management

- Ensure adherence to U.S. federal and state unemployment insurance laws.

- Coordinate with state workforce agencies regarding claims and adjudication requests.

- Support unemployment hearings, appeals preparation, and documentation review.

Reporting & Analytics

- Generate operational reports on claim trends, denial rates, and employer liability.

- Analyze claims data to identify process improvements and cost reduction strategies.

- Provide insights to HR leadership regarding unemployment claim risks and trends.

Stakeholder Collaboration

- Work closely with HR, Payroll, Legal, and Compliance teams.

- Act as the primary escalation point for internal stakeholders and clients.

- Support audits and regulatory reviews related to unemployment claims.

Required Qualifications

- Bachelor’s degree in Human Resources, Business Administration, Finance, or related field.

- 5+ years of experience in U.S. unemployment insurance claims administration.

- 2+ years of leadership or people management experience.

- Strong understanding of multi-state unemployment insurance laws and claims processes.

- Hands-on experience with Equifax Unemployment Claims systems and Workday HRIS.

- Experience managing high-volume claims environments.

Preferred Skills

- Experience handling unemployment appeals and hearings.

- Knowledge of payroll systems and employee separation processes.

- Strong analytical and problem-solving abilities.

- Excellent stakeholder management and communication skills.

Key Competencies

- Leadership & Team Management

- Regulatory Compliance

- Claims Investigation & Adjudication

- Data Analysis & Reporting

- Process Improvement

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.