Quality & Business Compliance Manager - Accident & Health

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally. 

KEY OBJECTIVE:
We are seeking a Quality & Business Compliance Manager to oversee and audit the distribution and service delivery of all Accident & Health (A&H) programs, including third-party administrators, within the A&H Department. This role ensures adherence to established corporate policies, procedures, and guidelines. The Specialist will focus on monitoring service levels, ensuring compliance requirements are met, and supporting the implementation and communication of business needs for the A&H portfolio.

MAJOR RESPONSIBILITIES: 

• Monitoring, Testing, and Controls:
  • Design and document monitoring, testing, and control plans for A&H programs.
• Third-Party Audits and Collaboration:
  • Partner with PDAs to audit distributors and producers, ensuring sufficient controls are in place to meet regulatory compliance, including licensing requirements and FTC principles.
• FTC Committee Leadership:
  • Lead the FTC committee for A&H by compiling data from Underwriting, Actuary, and Claims teams.
  • Track trends in cancellations, claims, and complaints, and present quarterly findings to leadership.
  • Prepare and distribute meeting agendas, minutes, and regulatory updates.
• Large Account Compliance Oversight:
  • Manage compliance for large accounts by compiling and updating data for Chubb controls and reporting records.
  • Lead compliance meeting preparations, including agendas and minutes.
  • Review customer-facing and training materials, providing feedback to Legal and Compliance (L&C) teams.
  • Contribute to Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to address compliance risks.
  • Maintain and report on controls within the monitoring plan, updating documents as needed.
• Regulatory Updates:
  • Collaborate with L&C and other stakeholders to stay informed of regulatory changes.
  • Communicate updates to impacted business units and PDAs, guiding policy execution and operationalizing changes.
  • Provide and gather evidence for regulatory bodies when required.
• Sanctions Screening:
  • Conduct self-screening for PDAs by obtaining attestations and storing responses.
  • Perform bordereaux screening by obtaining client lists from PDAs and checking them against the Compliance Link tool.
• Complaint Support:
  • Conduct Level 1 complaint reviews and provide Level 2 complaint support as needed.
• Third-Party Due Diligence:
  • Perform due diligence on third parties to ensure compliance with Chubb's standards of responsible business conduct.
• Licensing and Agent Monitoring:
  • Ensure proper licensing and effective monitoring of licensed agents.
  • Perform call and email monitoring to assess compliance and quality standards.
  • Facilitate call calibration sessions internally and externally with third parties to identify improvement opportunities.
• Reporting and Communication:
  • Prepare periodic business compliance reports and provide updates to leadership, partners, and client executives including dotted line reporting to the Canada Chief Compliance Officer
• Additional Responsibilities:
  • Support compliance, quality assurance, and operational excellence through other assigned tasks.

QUALIFICATIONS:

• University degree or equivalent work experience.
• 4–5 years of relevant quality assurance/compliance experience.
• Strong understanding of the insurance regulatory environment, preferably in Life, Creditor, Travel, and A&H business.
• Highly organized with the ability to prioritize, multi-task, and meet deadlines in a fast-paced environment.
• Proficient in analytical/quantitative activities using spreadsheets.
• Strong problem-solving skills with the ability to evaluate, analyze, and interpret information.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively as part of a team.
• Sound decision-making skills to identify gaps during quality checks.
• High level of responsiveness and efficiency when working with internal and external stakeholders.

At Chubb we are committed to providing equal employment opportunities to all employees and applicants. It is our policy to provide equal employment opportunities to employees and applicants based on job-related qualifications and ability to perform a job.  If you require an accommodation during the hiring process or upon hire, please inform Human Resources.  If a selected applicant requests accommodation during the recruitment process, Chubb will consult with the applicant in order to provide suitable accommodation that takes into account the applicant's accessibility