Manager, Quality & Claims - HSE

JOB SUMMARY

The Claims and Quality Manager oversees the claims portfolio (excluding marine liability and workers’ compensation) and the quality control program across 90 terminals in North America. This pivotal role is focused on delivering timely, efficient, and cost-effective resolutions to claims, driving operational improvements, and upholding stringent quality standards to mitigate risks and financial losses.

The role explicitly excludes handling of marine liability claims, which are managed by the in-house Legal Department, and workers' compensation claims, overseen by the HSE Department. The Claims and Quality Manager focuses on a range of claims, including property damage, cargo, equipment, and environmental issues, utilizing key performance indicators (KPIs), process improvements, and cost-control measures to drive continuous improvement.

Qualifications & Experience

Required:

• Bachelor’s degree in risk management, business administration, or related field.
• 7-10 years of experience in marine insurance claims, risk management, or quality assurance.
• Strong track record in leading cost-control initiatives and claims efficiency.
• Advanced analytical skills for claims trend analysis and cost reduction.
• Proficiency in claims management software and quality management tools.

Preferred:

• Certifications such as CMIP, CRM, ISO 9001 Lead Auditor, or Six Sigma.
• Experience in managing multi-site claims and quality programs.
• Familiarity with marine service agreements and risk management.

Work Environment & Travel

• Hybrid or office-based setup with 30-50% travel for site audits and claims assessments.
• On-call responsibilities for urgent claims and incident management.

Compensation & Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive benefits package including health, dental, vision insurance, and 401(k).
• Generous paid time off and professional development opportunities.

Key Responsibilities

Claims Management & Cost Reduction (Excluding Marine Liability & Workers’ Compensation):

• Oversee all non-marine liability claims, including cargo, hull & machinery, and environmental claims.
• Develop and monitor KPIs to enhance claims resolution, minimize costs, and optimize recovery rates.
• Analyze claims trends to identify root causes and operational risks, and recommend corrective actions.
• Collaborate with Legal on marine liability cases to ensure proper documentation and compliance.
• Work with finance teams to maintain transparency in claims reserves, loss trends, and recovery rates.
• Formulate cost-reduction strategies through process improvements and incident prevention.
• Standardize claims reporting protocols across terminals for accuracy and timeliness.
• Benchmark against industry standards to ensure competitive claims handling and cost efficiency.

Quality Assurance & Process Efficiency:

• Implement a Quality Management System (QMS) to ensure operational consistency and compliance.
• Set operational KPIs related to compliance, safety, and quality, ensuring adherence across terminals.
• Conduct routine audits and inspections to identify inefficiencies and opportunities for cost savings.
• Collaborate with operations teams to optimize workflows and reporting.
• Spearhead initiatives for continuous improvement using data and technology.
• Develop and execute training programs focusing on claims prevention and quality assurance.

Data-Driven Risk Management & Cost Control:

• Maintain a centralized database for claims and quality metrics to monitor trends and financial impacts.
• Utilize data analytics to identify financial risks and opportunities for process enhancements.
• Provide comprehensive reports to senior leadership on claims performance and quality KPIs.
• Develop predictive analytics to proactively address high-risk areas and mitigate future claims.

Internal Coordination & Leadership:

• Ensure cohesive operation and timely claims reporting with Operations & Terminal Managers.
• Support the Legal Department with data and insights for handling marine liability claims.
• Coordinate with the HSE team to align quality control with safety initiatives.
• Work with Finance & Accounting to align risk management strategies with fiscal planning.
• Collaborate with IT & Data Teams to enhance digital tools for claims and quality management.

Key Performance Indicators (KPIs):

• Claims Resolution Time: Aim to reduce the average time to settle claims by a specific percentage.
• Claims Cost Reduction: Lower total claims-related expenses year-over-year by a target percentage.
• Operational Compliance: Ensure 100% compliance with ISO standards and regulatory requirements at all terminals.
• Audit & Inspection Pass Rates: Achieve a high pass rate on internal audits.
• Incident Reduction: Decrease preventable claims through targeted training and operational enhancements.
• Financial Recovery: Increase claim recoveries through improved documentation and legal coordination.

Process Efficiency: Enhance automation in claims tracking and reporting.