Director, Governance and Quality Assurance, Full-Time, Work from anywhere in Canada (REMOTE)

Company :

ClaimsPro LPDirector, Governance and Quality Assurance, Full-Time, Work from anywhere in Canada (REMOTE)

Overview

The Director of Governance and Quality Assurance will be accountable for the development and implementation of national internal processes to support ClaimsPro operational leadership and enable adjusters to understand and meet quality expectations.

The Director will also be responsible for measuring national performance, communicating the results to insurer and internal stakeholders, and developing strategies to drive better outcomes.

Working within a team environment, the incumbent will be responsible for continuously working to enhance and develop strategic quality improvements.

In addition, this role will also be responsible for identifying Risks and building a plan to track and mitigate them.

This role is critical to ClaimsPro's objective to become the most trusted partner in the industry.

Organizational Alignment :

• Reports to the Vice President, Central Services
• Accountable to external and internal stakeholders : Claimspro Business Unit Leaders and the field operationsClaimspro Key Insurer ClientsClaimspro Business DevelopmentE&O and Privacy leads

Key Performance Criteria :

• Effective leadership of a team of 6-10 employees across Canada
• Successful development and execution of internal processes to improve quality results (QA and Risk)
• Collaboration with internal stakeholders from Training, Operations, Project Management, IT, Business Development and Insurer Management Services (IMS) to create innovations in Quality Assurance.
• Delivery of exceptional outcomes on measurable client key performance indicators (KPIs).

Responsibilities :

• Work with senior management to ensure an active and ongoing management of QA alignment.
• Create the ClaimsPro Risk plan, includingKey risks identified from a business reviewUnderstanding tolerance levels and trackingBuilding a plan to mitigate risksCommunicating to wider business
• Own and keep updated the Delegated Authority (DA) matrix
• Provide leadership, direction and coaching to the Quality Assurance Leaders (QALs)
• In conjunction with Operations and Sales / Marketing coordinate and participate in the development of the KPI’s to be utilized in the measurement of QA performance
• Promote the value of the QA program and orientate / educate internal stakeholders to QA initiatives
• Coordinate with Sales to ensure client guidelines are current and communicated to the organization appropriately
• Develop and execute on a quarterly communication strategy for all levels of management
• Champion a culture of continuous improvement within the QA program
• Identify and communicate training opportunities to ClaimsPro Director, Training and Development
• Work with the E&O lead to track all claims and ensure quality administration of the program.
• Provide guidance to SCM sister companies re : creation of internal QA and PM measures and process.
• Working in partnership with Sales and Operations, ensure standard and consistent RFP responses, contracts, and Service Level Agreements (SLA’s) as relates to ClaimsPro Quality Assurance
• Participate in Corporate Governance and Risk Management project development.
• Ensure robust license compliance procedures are implemented

Qualifications and Experience

• University degree in a related field or an equivalent combination of training and experience.
• Individual must possess a minimum of 5 years combined leadership experience
• Demonstrated ability to lead a team and achieve results
• Advanced knowledge of QA system management and statistical analysis
• Advanced understanding of the basis and goals of quality assurance including definition and creation of fair, determinate measures
• Understanding of Risk management; identification, mitigation and reporting
• Ability to think creatively and strategically to successfully negotiate with individuals and groups both internally and externally.
• Ability to overcome obstacles to cooperation and to foster harmonious and positive relations.
• Able to balance competing priorities, complex situations, and tight deadlines.
• Excellent written, verbal, and interpersonal communications skills.
• Knowledge and experience of property and casualty insurer procedures and practices
• Proficient in Microsoft office suite (Excel, Power point, Word, Outlook)
• Bilingualism is an asset (French and English)

Competencies

• Communication Skills : Must communicate effectively and persuasively with both internal and external stakeholders.
• Is open to feedback and can work through issues in a collaborative manner.
• Leadership : Create clear objectives and motivate the team to work towards a common objective in constantly evolving environments.
• Uses innovative ways to help others to understand and commit to the end goal and ensure successful implementation.
• Problem Solving : Working to improve existing processes and procedures proactively and consistently.
• Ability to take theoretical concepts and translate into a practical work environment.
• Teamwork : Ability to collaborate with multiple stakeholders and manage conflicting priorities in an effective manner to attain results.

Environment / Working Conditions

• Remote work eligible from anywhere in Canada
• Some travel required, mostly to Toronto

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process

Unsolicited Outreach Statement Recruitment Agencies

SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third- party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates.

Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information.

SCM welcomes resumes submitted directly from candidates.