Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The AVP, Claims Quality Assurance & Performance Management is responsible for leading the design, implementation, and ongoing evolution of Farm Family’s claims QA program. The role reports to the Clearbrook QA Lead, with a dotted-line to the Chief Claims Officer, Farm Family at the enterprise level. The AVP will work closely with Farm Family and Clearbrook senior leadership to align Farm Family’s QA program with other Clearbrook entities while positioning Farm Family as a leading example of data-driven claims QA. The role’s core function is claims quality assurance, including file audit methodology, claim handling evaluation, scoring, governance, feedback, and corrective action. In addition, the role will expand QA output into a broader claims performance management capability by linking QA findings to Guidewire data, KPI trends, process assessment analytics, adjuster and manager performance evaluation, and senior leadership reporting across Farm Family’s claims organization.

Responsibilities

Manage a team of Quality Assurance professionals to administer the Quality Assurance Program at Farm Family.
Create and maintain a positive working relationship with all direct reports, peers, and other department managers.
Support the Quality Assurance selection process to retain Quality Assurance professionals.
Conduct Development Reviews and engage direct reports in developmental and skill building opportunities.
Train and mentor staff.
Act as a role model demonstrating belief in, and commitment to, the aspiration values of Clearbrook.
Partner with the Farm Family’s Chief Claims Officer and Clearbrook enterprise QA leadership to align Farm Family’s QA program 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.
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 Farm Family business performance indicators.
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.

Requirements

A specialized knowledge of managing Quality Assurance programs typically achieved through Bachelor’s degree required.
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.
Must have good business acumen.
Recognized as a leader within the organization that provides advice and guidance to others.
A team builder, someone who understands that success is dependent upon the performance of the team.
Ability to establish mentoring relationships with key employees and participates in the development of succession and training plans for critical positions.
Ability to identify and resolve conflicts in a timely, objective manner, using sound judgment to reach a solution.
Strong focus on selection – determined to have the right people who do the best job.
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.
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.
A strong focus on execution in getting things done right.
Must work independently and demonstrate the ability to exercise sound judgment.
Exhibit natural and intellectual curiosity.
Proficient in MS Office Suite and other business-related software.
The ability to read and write English fluently is required.
Must demonstrate a desire for continued professional development through continuing education and self-development opportunities.
Applicants must be legally authorized to work in the United States.
At this time, we are not able to sponsor or assume sponsorship of employment visas.

Skills

Claims Quality Assurance
Performance Management
File Audit Methodology
Claim Handling Evaluation
Scoring
Governance
Feedback
Corrective Action
Guidewire Data
KPI Trends
Process Assessment Analytics
Adjuster Performance Evaluation
Manager Performance Evaluation
Senior Leadership Reporting
Guidewire system utilization
Data Integrity
AI-enabled QA tools
Automation solutions
P&C claims
Technical Claim Handling
Coverage
Reserving
Litigation Management
Claim Strategy
Business Acumen
Team Building
Mentoring
Conflict Resolution
Change Management
MS Office Suite

Location

Albany
Omaha
Springfield

Work Type

Full-Time
In-Office
100% in-office

Experience Level

AVP
7 years of progressive P&C claims experience
Prior leadership experience

Education Level

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.

Salary/Compensations

Albany Pay Range: $136,986 - $167,280

Benefits

health
dental
vision
401(k) with company match
paid time off
professional development opportunities

About the Company

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage.
Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S.
The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.
At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we apsire to be - guiding how we work, how we lead and how we succeed.

Equal Opportunity

We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone. We encourage talented people from all backgrounds to apply.