AVP, Claims Quality Assurance & Performance Management

About the Role

Argo Group is seeking an AVP, Claims Quality Assurance & Performance Management to lead the reestablishment, design, implementation, and ongoing evolution of our claims QA program. This role reports to the Clearbrook QA Lead with a dotted-line to the Chief Claims Officer at the enterprise level. The AVP will work closely with senior leadership to align Argo's QA program with other Clearbrook entities while positioning Argo as the leading example of data-driven claims QA.

Essential Responsibilities

• QA Strategy, Governance & Compliance:
  • Partner with the Argo Chief Claims Officer and Clearbrook enterprise QA leadership to reestablish Argo's QA program in alignment with enterprise standards
  • Design and implement QA audit methodology, scoring models, and sampling strategies
  • Evaluate claim handling quality, including coverage, reserving, documentation, and claim strategy
  • Develop structured feedback loops to claims handlers and leadership
  • Ensure QA supports compliance, governance, and audit readiness requirements
• Claims Performance Intelligence & Analytics:
  • Partner with leadership to define and align claims KPIs
  • Build reporting and analytics that use QA results as the foundation for evaluating claim quality, operational effectiveness, and KPI performance
  • Serve as a key claims performance intelligence link for senior leadership by connecting QA audit results, claims data, KPI reporting, and process assessment findings
  • Translate audit findings into training, process improvements, performance actions, and leadership decision-making support
  • Deliver executive-level reporting on claim quality, claim adjuster performance, operational trends, and overall Argo business performance indicators
• Operational Excellence, Technology & Continuous Improvement:
  • Oversee Guidewire system utilization audits and data integrity assessments
  • Identify operational inefficiencies and recommend corrective actions
  • Lead integration of AI-enabled QA tools and automation solutions
  • Drive continuous improvement through enhanced audit processes, technology-enabled insights, and operational effectiveness initiatives

Qualifications & Experience

• Bachelor's degree required; JD, advanced degree, CPCU, AIC, SCLA, Six Sigma/Lean, PMP, Prosci, Guidewire certification, or similar insurance, claims, audit, process improvement, project management, or change management credential preferred
• 7 years of progressive P&C claims experience, with strong technical claim handling, coverage, reserving, litigation management, and claim strategy expertise
• Prior leadership experience building, rebuilding, or materially enhancing a claims quality assurance, claim file audit, or claims performance management program
• Strong business acumen (understand how an insurance company works and makes money, including how this role impacts both Argo Group and customers' ability to be profitable)
• Demonstrated ability to translate QA findings into measurable claim quality improvements, operational changes, training priorities, and performance management actions
• Strong understanding of claims KPIs, audit scoring models, sampling methodologies, performance analytics, and executive-level claims reporting
• Significant experience with Guidewire ClaimsCenter, including system utilization, data integrity, claim documentation standards, and reporting requirements
• Proven ability to use data-driven insights to evaluate claim adjuster performance and identify broader claim operational and business performance trends
• Experience developing structured feedback loops to LOB leaders, claims management, and claim handlers to ensure QA findings result in timely corrective action and sustained improvement
• Experience developing and presenting training materials based on QA audit results, claim handling trends, system utilization gaps, and identified performance opportunities
• Experience partnering with senior claims leadership, LOB leaders, business leaders, compliance, operations, IT/data teams, and training resources to implement enterprise-wide improvements
• Strong change management skills, including the ability to reestablish governance, drive adoption, influence stakeholders, and improve consistency across claim teams
• Excellent written and verbal communication skills, including the ability to prepare clear executive summaries, dashboards, findings reports, and leadership presentations
• Strong focus on execution in getting things done right: finding a way to achieve success through adversity, being solution-focused, and thinking with a global mindset first
• Flexibility, ability to thrive in change, and resourcefulness necessary to work in a fast-paced environment that is evolving constantly
• Ability to work independently and exercise sound judgment
• Exhibit natural and intellectual curiosity; consistently consider all options and not be governed by conventional thinking
• Proficient in MS Office Suite and other business-related software
• Ability to read and write English fluently
• Must demonstrate a desire for continued professional development through continuing education and self-development opportunities

Location

This is a 100% in-office position. The role can be filled in Omaha, NE, or alternatively in Albany, Chicago, Los Angeles, New York City, or Richmond (VA). Candidates must be able to work on-site at a designated company office during standard business hours.

Pay

• Richmond: $137,496 - $189,516
• Albany and Chicago: $151,062 - $208,386
• Los Angeles and New York City: $165,036 - $227,562

Base salary will be commensurate with candidate experience. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance.

Benefits

• Competitive compensation package
• Performance-based incentives
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Professional development opportunities

About Working in Claims at Argo Group

Argo Group does not treat our claims or our claims professionals as a commodity. The work we offer is challenging, diverse, and impactful. Our Adjusters and Managers are empowered to exercise their independent discretion and, within broad limits and authority, be creative in developing solutions and treat each case as the unique situation it is. We have a very flat organizational structure, enabling our employees to have more interaction with our senior management team, especially when it relates to reviewing large losses. Our entire claims team works collaboratively to expeditiously resolve claims. We offer a work environment that inspires innovation and is open to employee suggestions, including rewards for creative and innovative ideas. We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone.

Core Values

At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence, and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead, and how we succeed.