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Head of Quality Assurance & Governance


Job Summary

To coordinate, lead and develop strategy of the Quality Assurance and Governance program to ensure compliance with Zurich policies, regulatory requirements, and to support continuous improvement in order to deliver a customer centric claims service.

Job Qualifications

• Bachelors Degree and 10 or more years of experience in the Audit area

• High School Diploma or Equivalent and 12 or more years of experience in the Audit area

• Experience managing audits

• Advanced knowledge of claims, the insurance industry and insurance coverages

Job Accountabilities - Key Accountabilities

• To analyse and examine claims expertise trough closed file review and Open file reviews activities in order to identify and measure leakages and compliance issues in the claims assessment process.
• To identify possible solutions to be developed in the improvement areas, in order to continuously enhance claims handling process, with particular reference on damages expertise.
• To address solutions properly and translate them in Economic Value for the Company.
• Liaising closely with senior managers ensuring that all stakeholders are immediately aware of any important issues that are identified during the files review.
• Adheres to local regulatory and governance requirements throughout the file review process to ensure that all information and data is obtained within data protection rules and regulations.
• To plan and secure the implementation of the Quality Assurance activity in order to achieve the targets defined.
• To define the targets of the Quality Assurance program and promote execution and delivery across the Quality Assurance function.
• To ensure through collaboration with Business Divisions and Global Quality Assurance function, alignment of local activities to global guidelines and best practices.
• To define and propose the new Quality Assurance framework aligning with the Business Division Quality Assurance function and colleagues.
• Helps build and measure success against customer specific claims handling protocol and/or customer proposition service charter to ensure that we understand & fulfill the needs and expectations of our customers.
• Any additional tasks as assigned.

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process. 

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

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