• We are seeking a strategic and experienced leader to head our Premium Audit function for Small Commercial Insurance
• This role is responsible for driving operational excellence, ensuring audit accuracy, and enhancing the customer experience across our audit processes
• You will lead a team of professionals and manage vendor relationships to deliver timely, compliant, and customer-focused audit services
• Develop and execute the strategic vision for the Premium Audit department
• Develop a service focused mindset within the Premium Audit department
• Implement Audit procedures and education aimed at improving audit compliance
• Lead and manage a team of audit professionals and external vendors
• Oversee the completion of physical, virtual, and voluntary audits, ensuring accuracy and timeliness
• Translate data into actionable insights that drive business strategies and initiatives
• Provide data-driven recommendations that improve operational efficiencies and business performance (internal and vendor partners)
• Use data to assess the potential impact of different business strategies, scenarios, or decisions and guide recommendations accordingly
• Collaborate with business teams to implement data-driven initiatives and track their performance over time
• Lead, motivate team leaders and agents, fostering a high-performance culture that focuses on customer satisfaction and operational excellence, including external vendors
• Provide coaching, feedback, and career development opportunities to ensure team members are engaged and performing at their best
• Implement training programs to continuously improve the skills and capabilities of the contact center staff
• Foster an environment of collaboration, innovation, and accountability
• Implement and refine workflows and processes to enhance operational efficiency and minimize bottlenecks
• Continuously evaluate and enhance operational processes, workflow, and technologies to drive productivity and regulatory compliance
• Stay current with the latest technology, tools, and software solutions that can improve operational performance
• Champion the adoption and integration of new technologies to enhance both customer experience and operational efficiency
• Regularly review the business's data needs and work with stakeholders to improve data collection methods, reporting processes, and analytical techniques
• Oversee escalation processes, ensuring that complex or high-priority customer issues are resolved promptly and effectively
• Work with the customer/agent experience team to identify customer pain points and implement solutions to resolve them
• Performance Management
• Goal Setting and Alignment: Set appropriate goals and effectively performance manage supervisors and team members
• Ensure that individual and team goals contribute to overall company success
• Coaching and Development: Provide ongoing coaching, mentoring, and support to employees to help them meet performance expectations and achieve their career development goals
• Identify skill gaps and facilitate appropriate training opportunities
• Performance Improvement Plans (PIPs): Work with managers to design and implement performance improvement plans for employees who do not meet expectations
• Provide guidance and follow-up to ensure progress is made
• Conduct Performance Reviews: Lead and facilitate regular performance reviews, providing clear and actionable feedback
• Work with managers to assess individual contributions, recognize achievements, and identify areas for improvement
• Budgeting & Financial Management (if applicable):
• Identify cost-saving opportunities through process efficiencies, technology adoption, and other operational improvements
• Conduct regular reviews of expenses and financial performance, making recommendations for adjustments when necessary
• Collaborate with other departments such as IT, Marketing, Sales, Product, Underwriting and contact center to ensure alignment and integration of new initiatives
• Provide feedback and insights to other teams regarding product/service improvements based on customer/agent interactions

Serve as a liaison between senior leadership and underwriting operations, ensuring that operational strategies are aligned with broader business goals

• Ensure seamless customer/agent experience by developing and monitoring quality assurance programs, ensuring that all interactions are handled with professionalism, empathy, and efficiency
• Bachelor's degree in Accounting, Finance, Business Administration, or related field
• 15+ years of experience in premium audit, with at least 10 years in a leadership role
• Deep understanding of small commercial insurance products and audit methodologies
• Proven ability to lead teams and manage vendor relationships
• Strong analytical, communication, and problem-solving skills
• Experience with audit software and data analytics tools

Ability to navigate regulatory environments and ensure compliance

• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement
• Lead a high-impact function with visibility across the enterprise
• Work in a collaborative, innovative, and inclusive environment

Competitive compensation and benefits package $115,000-$235,000 USD The annual base salary range posted represents a broad range of salaries around the U.S. and is subject to many factors including but not limited to credentials, education, experience, geographic location, job responsibilities, performance, skills and/or training