Compliance and Training Manager

Job Description:

An established insurance organization is seeking a Compliance & Training Manager to lead operational compliance, training, quality assurance and documentation governance across Underwriting, Claims and Customer Service. This onsite position administers the Learning Management System, coordinates regulatory implementation, supports the quality assurance framework and maintains governance standards for Standard Operating Procedures and departmental guidelines. The position reports to the Chief Operating Officer, partners with department leadership and initially supervises one employee responsible for instructional design and training development. Regular working hours are Monday through Friday from 8:00 a.m. to 4:00 p.m., with some flexibility based on job requirements.

Responsibilities:

• Design and maintain onboarding programs and required and ongoing training curricula for producers and employees within Underwriting, Claims and Customer Service.
• Administer the Learning Management System, including assignments, enrollment, completion tracking, reporting, records and course-library maintenance.
• Partner with department leadership and subject matter experts to assess training needs, set priorities and monitor required course completion.
• Oversee training development and review modules, materials and videos for accuracy, quality, accessibility and alignment with learning objectives.
• Research laws, regulations, bulletins and requirements affecting property and casualty operations, producers, underwriting, claims and customer service.
• Coordinate with Legal and subject matter experts to confirm applicability, interpretation and implementation requirements.
• Assess operational impacts and coordinate implementation with Legal, department leadership, Information Technology and subject matter experts.
• Maintain a regulatory change log documenting requirements, effective dates, affected functions, owners, status, evidence and escalation needs.
• Evaluate and coordinate the quality assurance framework across Underwriting, Claims and Customer Service, including methodology, sampling, scoring, calibration, reporting and escalation.
• Analyze quality assurance results to identify trends, deficiencies, training needs, documentation gaps, control weaknesses and improvement opportunities.
• Run and analyze Microsoft Excel reports and develop dashboards, scorecards and management reports related to quality assurance, compliance, training, performance and corrective actions.
• Establish and maintain governance and review cycles for Standard Operating Procedures and guidelines, including ownership, approvals, version control, effective dates and scheduled reviews.
• Recommend operational, procedural, training, system and control changes and track approved actions through completion.
• Escalate unresolved risks, overdue actions and missed required training to the Chief Operating Officer and responsible department leader.
• Report to leadership on regulatory implementation, training completion, quality trends, corrective actions and unresolved risks.

Requirements:

• Five years of progressively responsible experience in property and casualty insurance operations, compliance, quality assurance, training, documentation governance or a related function
• Experience leading cross-functional programs, researching regulatory requirements and coordinating implementation
• Experience translating complex requirements into procedures, controls, training or communications
• Experience leading cross-functional change initiatives and implementing process improvements preferred
• Experience with insurance quality assurance, regulatory change management, Standard Operating Procedure governance, audit remediation, Learning Management System administration, content-development platforms or direct supervision preferred
• Bachelor’s degree in Business, Risk Management and Insurance, Education, Compliance or a related field
• Appropriate insurance industry designation, such as CPCU, AINS, AU, ARM, ARC or a comparable credential, or willingness to pursue one
• Proficiency in Microsoft Excel, including formulas, filters, sorting functions and pivot tables
• Strong instructional design, content-development, presentation, facilitation, written communication, analytical, organizational and critical-thinking skills
• Ability to supervise and develop assigned staff, delegate work, provide constructive feedback and manage performance
• Ability to work flexible hours when business needs require