Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2023 Great Place to Work^® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization.  For more information about Crum & Forster, please visit our website: www.cfins.com.

Director, Quality Assurance (Operations)

Division:                                  Accident & Health

Business Unit/Department:   SBU/Strategy  

Primary Location:                   Glastonbury, CT or remote

Manager/Title:                        Director

FLSA Classification:                Exempt

Hourly/Salaried:                     Salaried          

Travel Insured International is a leading travel insurance provider with more than 25 years in business. As a key component of our Specialty Business Unit (SBU), within the Accident & Health (A&H) division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers. 

The highly motivated, team-oriented Director will oversee the daily operations of the Quality Assurance team.  They will possess strong leadership, critical thinking skills and a passion for innovation and motivation. This role will partner and collaborate with stakeholders across the organization to improve internal processes and governance around assessing new product opportunities, customer/product onboarding, ongoing client support, and life cycle management. They are responsible for measuring and providing appropriate performance feedback, assisting in the implementation of improvement projects, conduct and oversee audits, providing insightful feedback to key stakeholders and provide ongoing support to their team. The Director will be responsible for maintaining team performance and quality standards based on established metrics and benchmarks.

What you will do:

• Refine and expand on the Quality Assurance charter, infrastructure and artifacts.
• Responsible for managing the overall Quality Assurance Department and team, including development of strategic objectives and supporting goals and initiatives.
• Develop, maintain and enhance Quality Assurance policies and procedures to ensure consistency and accuracy.
• Responsible for managing and facilitating internal and external audits, as well as providing verbal and written observations, recommendation and requirements.
• Develop key target performance metrics and leverage existing technology applications for monitoring and reporting to key stakeholders
• Responsible for developing communication plan for delivering recurring and repeatable insights to key stakeholders, as well as design protocols for addressing tactical/ad hoc analysis and reporting.
• Build and maintain effective working relationships with all internal departments and external key stakeholders, including but not limited to TII, A&H, C&F, 3^rd party administrators, service providers, key accounts, etc. to ensure a high level of service.
• Analyze data to identify areas for improvement and provide observations and recommendations to key stakeholders for the design and delivery of new processes, procedures, training programs, etc. to meet quality standards.
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Provide the leadership necessary to maintain a motivated, productive and competent team through open communication and delegation of responsibilities and authority.
• Be a team leader and builder who has an eye for talent with the ability to maximize resources and capability to deliver business results.
• Demonstrate strong mentoring, relationship building, planning and organizational skills.
• Guide and direct team members in their personal and professional development. 
• Drive performance excellence through goal-setting, quality feedback, and performance appraisals within the team (midyear and annual).
• Lead the development and management of tools and techniques to measure individual and team performance in alignment with TII Quality goals, including but not limited to Claims, Customer Care, Complaint Handling, Underwriting, Product, Marketing, etc.
• Create a working environment where productivity can be sustained and accomplished, and where innovation and personal growth is encouraged and realized.
• Drive and role model the A&H culture, values and C&F core competencies within their teams.

What YOU will bring to C&F:

• Relationship building skills to ensure effective relationships with colleagues, direct reports, customers and vendors
• Open and inclusive communication skills
• Ability to positively influence others in order to meet position goals and objectives
• Set high standards of performance for self and others
• Training and facilitation experience
• Resourcefulness and perseverance to overcome challenges and achieve goals
• Ability to readily adjust to multiple demands and constituencies, shifting priorities and rapid change
• Demonstrates strong attention to detail, problem analysis and problem solving
• Effective use of quantitative and financial information to monitor overall performance

Requirements:

• A Bachelor’s degree or equivalent experience is required
• Minimum of 10 years of experience in the Insurance Industry in a Claims, Operational or related role is required
• 4 years of quality program management experience is required
• 3 years of experience managing others is required
• Travel insurance experience is preferred

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $71,300 to a maximum of $162,100. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

• Flexible work arrangements.
• Competitive compensation package.  
• Generous 401K employer match.
• Employee Stock Purchase plan with employer matching.
• Generous Paid Time Off.
• Excellent benefits that go beyond health, dental & vision. Our Wellness programs focus on your family’s complete wellness, including your physical and mental wellbeing
• A core C&F principle is that you manage your career. To support your development, we have a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training available to you.
• A dynamic, ambitious, fun and exciting work environment.
• A spirit of social responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving.

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