Company
American Modern Insurance Group
Location
Cincinnati , United States
The Quality Management and Policyholder Remediation Department is responsible for developing (governance), implementing (execution), and managing American Modern’s quality management system (QMS) and promoting a quality culture. The department oversees efforts to measure quality-at-the-source, supports the remediation of errors that negatively impact customers, and drives a culture of continuous improvement. By maintaining high standards, we’ll enhance customer experience, reduce the cost of defects and errors, and foster a culture of quality within American Modern.
Roles and Responsibilites:
Develops and implements an organizational Quality Management System (QMS).Evaluates operations from a strategic level, monitoring that products and services meet established quality standards.Develops and teaches quality procedures, processes, programs, and best practices that support continuous improvement of the QMS.Leads and engages in conversations aimed at proactive continuous improvement and quality focused activities; gaining a comprehensive understanding of processes, requirements, system functionality and business goals. Analyzes existing business processes to identify impediments to quality and efficiency, collaborating with the operations to remove rework and complexity that hinder efficient and effective processes often leading to a lack of quality.Manages and leads the root-cause-analysis and error remediation frameworks, as well as the resolution processes, to include the designing, documenting, and maintaining organizational standards, processes, and procedures specific to quality and the root-cause resolution and remediation frameworks used throughout the organization.Promotes strong lines of communication and working relationships across the organization, developing trust and accountability.Collaborates with management and senior staff across departments and roles to establish organizational and departmental quality standards.Liaises with senior leaders, business process owners, business partners, and associates, to share findings, identify business improvement activities, and develop holistic solutions that solve business problems and address root-cause and error remediation findings, in the most efficient and effective way, while maintaining adequate quality.Supports business units in identifying key quality metrics that should be measured and monitored.Tracks and maintains a database of quality issues, root-cause analyses, error remediation, recommendations, and business improvement plans to ensure the desired outcomes have been met.Prepares and completes data analysis on root cause analysis and error remediation tasks ranging in complexity, impacting highly sensitive data elements. Includes being able to work with databases containing data from multiple sources, at various granular levels, to pull quality data.Periodically reports on the status of quality processes, Error Remediation and outcomes of Root Cause Analyses to executive leadership and, when required, regulatory agencies.Promotes continuous employee awareness and feedback on quality initiatives, as well as an effective communication and training strategy, including a quality specific reward and recognition program.Oversees the PQG Training Program, including responsibility for developing the organization’s quality learning and development strategy.Manages the PQG Community of Practice, updating members on key priorities, messaging, and training to be shared and disseminated throughout the organization, and managing quality projects in progress.Agrees (through governance and collaboration) on the prioritization of issues for further evaluation using industry and company prioritization tools and evaluation techniques.Performs industry benchmarking analyses specific to quality, to include error remediation, and recommends improvement initiatives.Performs other related duties as assigned.
Required Technical Skills:
Thorough understanding of all American Modern’s products, rating system(s) functionality, tools, and details behind processes.Proficient in the use of Microsoft Office Suite, to include an understanding of Power BI.Familiar with logical and/or physical data modeling techniques and can apply more advanced and innovative techniques in worksheets and other applications.Action oriented, being able to see and think outside the box and challenge the status quo.Excellent problem solving skills, a proactive and analytical approach.Knowledge and experience of RCA and error remediation techniques and methodologies (6 Sigma, Lean).Strong interpersonal and communication skills (both verbal and written).Good negotiating and influencing skills at all levels.Strong project and time management skills.The ability to facilitate change.Quality Certification, belting certifications in Lean and/or Six Sigma must be obtained within 12 months of joining the team.
Qualifications:
Bachelor’s Degree or equivalent work experience in insurance or financial services.2+ years of insurance industry experience.Skilled in Microsoft Office Suite.Basic analytical skills.Understanding of AMIG’s key processes, products and systems.Supports the execution of American Modern’s quality, root cause, and error remediation frameworks by having a basic knowledge of AMIG products, systems, and processes obtained through training and hands-on experience. Successfully executes the daily operational functions related to quality, root cause analyses, and error remediation. Ability to apply knowledge and skills to improve operational and quality excellence through collaboration and communication, while recognizing when and where process improvements are needed and quality deficiencies exist. Demonstrates the ability to perform straight-forward root cause analysis and error remediation.
At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.
We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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