Manager, Corporate Claims Quality Assurance

3 weeks ago

Regina, Canada Saskatchewan Government Insurance Full time

Do you value integrity and innovation? How about passion and caring? Great Us too, and that's why you'll fit right in. Our intentional culture promotes trust and participation, encouraging you to bring your heart and mind to work every day.

Out-of-Scope

Location: Regina Head Office

Key Accountabilities

Note: This section is not intended to be an exhaustive list of duties and responsibilities - other duties and responsibilities may be assigned.

Quality Assurance
- Oversees the development and maintenance of a quality assurance [QA] strategy and framework for Corporate Claims and Claims operations.
- Oversees the development and maintenance of QA programs including the establishment of KQI’s and KPI’s.
- Oversees consistent implementation of QA best practices by Corporate Claims and Claims Operations and ensures they align with department and division strategic goals.
- Leads Corporate Claims and Claims Operations on internal and external audit inquiries including periodic updates on audit findings as they relate to Claims.
- Coordinates weakness investigations and risk assessments to determine the impact of exceptions found as par of the audit processes and provides clarification or supporting evidence on a process of key control.
- Provides detailed communication of resolution recommendations to Corporate Claims and Claims Operations senior and executive leadership, seeks alignment, and directs implementation of solutions.
- Provides expertise in analysis of complex, multi-faceted business problems and provides detailed recommendations to resolve issues.
- Oversees the QA queue of projects, ensuring initiatives are appropriately prioritized and resourced and collaborates with other divisions as required

Continuous Improvement
- Ensures the continual improvement of the overall QA program and coordinates the ongoing development and maintenance of the Corporate Claims continuous improvement framework.
- Oversees the mapping and analysis of key processes.
- Ensures KQI’s are monitored to identify potential process improvements and ensure continued relevancy for the business and that they are in alignment with department and divisional goals.
- Oversees the development of key performance and quality indicators that will meet business needs
- Reviews recommended approaches to mitigate identified process risks and oversees the implementation of necessary control measures amongst the various departments.
- Reviews recommended process improvements prior to implementation to ensure overall workflows within claims operations will be improved
- Ensures process improvements are monitored post implementation to confirm benefits are realized and that outcomes are meeting expectations.
- Collaborates with cross-functional teams, and Managers/Directors to facilitate the identification of processes requiring review, prioritizing processes to review, and conducting reviews to identify opportunities to increase business process efficiency and effectiveness.

Collaboration and Relationship Management
- Oversees cross functional collaboration necessary to obtain required information for root cause analysis and the formulation of solution options.
- Reviews stakeholder impact assessments and leads change adoption.
- Builds and improves the relationship between QA team and other stakeholders, including Managers and Directors, through regular communication and education.
- Works collaboratively with other areas in the corporation to ensure QA process is embedded in all relevant projects.
- Oversees collaboration with OCM (Organizational Change Management) and PRM’s (People Relationship Manager) to ensure change management plans are developed and in place prior to implementation.
- Collaborates with Internal Audit and Enterprise Risk Management functions of the corporation to manage claims related risks and implement mitigation strategies.
- Coordinates with audit and relevant business area to identify emerging risks due to environmental, process, or technology changes and ensures work is done to mitigate identified risks.
- Reviews and provides feedback on initiative charters, scoping documents, and action plans.
- Ensure processes are aligned with policies and standards.
- Present findings and other communications to different audiences and will facilitate (or co-facilitate) stakeholder meetings.
- Ensures that documentation of key internal department processes/standards is completed and that there is a historical record for future reference.

People Leadership
- Builds a high performing workforce by actively leading human resource activities.
- Ensures development of divisional succession plans.
- Builds a culture of leadership and accountability to effectively deliver on strategic and corporate strategies, ensuring integration with employee performance development and career development plans.
- Drives performance through team members and is committed to leadership development across the company, supporting employ

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