AVP, Claim Quality Assurance

Position Overview: 

As a member of the Quality Assurance (QA) team leadership team, this position is responsible for working collaboratively with business partners to ensure compliance with CHUBB and Industry Best Practices and to continuously support the improvement of the technical quality of the claims product. This role partners with various levels of internal and external claims management to analyze and communicate findings, recommend solutions, and assist in the development of meaningful action plans.  This position reports to the VP Quality Assurance and Compliance. 

Roles and Responsibilities:

• Manage a team of Quality Assurance professionals.
• Develop and deliver meaningful QA output to the technical claims organization to effectively and efficiently drive continuous quality improvement.
• Evaluate and manage the skills, competencies and performance of the Team.
• Participate in the development and enhancement of Chubb’s Best Practice Guidelines.
• Coordinate and/or facilitate Best Practice calibration within the claim organization
• Ensure Quality Reviews are executed in a timely manner and consistent with the established methodology.
• Administer and execute the Chubb strategy for external reviews of TPAs and self-administered accounts. 
• Partner with Chubb North America senior management on quality, service and support efficiencies, market conduct trends, and compliance trends. 
• Create, maintain and analyze robust claim quality metrics and translates results into key opportunity areas.
• Continuously collaborate with claim management in the development of meaningful action plans that detail the tasks, resources, and timeframes necessary to improve claim handling.
• Facilitate, support, and measure the execution of action plans.
• Lead or actively participate in developing and executing training of managers and claim handlers in the quality review process and technical claims content.
• Interact with multiple business partners (Underwriting, Claims, Internal Audit, TPAs, Accounts, etc.)
• Share ideas, corrective actions, or other QR collateral with QR team and across claims units.
• 10 - 20% travel required.

 

 

Skills and Experience

• Knowledge of Insurance Industry and Claims Handling (TPA and Carrier perspective)
• Deep Technical knowledge of at least one line of business (Casualty, Property, Auto, Financial Lines (Professional), Worker’s Compensation/A&H)
• Excellent interpersonal, written and verbal communication and problem resolution skills that will be effective with all levels of Chubb employees, as well as external partners and customers.
• Strong presentation skills. 
• Strong information systems understanding and ability to use internal systems as well as Microsoft Office programs (Word, Excel, Access, and Power Point) and the internet.
• Ability to collect, dissect, and analyze complex data sets.
• Ability to dissect quality review data sets, identify root causes/trends, and quantify lost economic opportunity.
• Ability to provide consultation and expert advice to management.
• Ability to excel independently and in team environment.
• Excellent time management and organizational skills.

 

Qualifications

• Bachelor’s degree in related field or proven insurance related experience.
• Multiple jurisdictional claims handling experience (USA and International).
• Minimum of 7 years of experience in Casualty, Property, Auto, Financial Lines (Professional), Worker’s Compensation/A&H Claims handling.  Multi-line experience preferred.
• People management experience preferred.

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
At Chubb, we are committed to equal employment opportunity and compliance with all laws an