Surety Quality Manager

WTW; Philadelphia (Philadelphia County); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health and welfare benefits

Leave benefits

Retirement benefits

Job summary

Willis Towers Watson is seeking a Quality Team Lead for the SuretyNexus unit in the U.S. to oversee day-to-day servicing of Surety clients and ensure KPIs and SLAs are achieved.

The role emphasizes building client relationships and quality assurance across deliverables in line with SOPs, plus monthly analyses and reporting. Responsibilities include team management, onboarding and training, managing escalations, and preparing management reports while ensuring confidentiality and compliance with

Qualifications

• Detail-oriented with a strong focus on accuracy.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team setting.
• Strong customer service, presentation, and organizational skills.
• Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• 1–3+ years insurance servicing experience is a plus.
• Experience with Surety in an insurance brokerage environment is a plus.
• Experience with Epic and Tinubu is a plus.
• Acquire and maintain P&C license within 90 days of employment.

Responsibilities

• Oversee the SuretyNexus Quality team and day-to-day servicing of Surety clients.
• Manage the team’s servicing to ensure KPIs and SLAs are met.
• Build relationships with client-decision makers and quality-assure all deliverables.
• Perform monthly analysis and reporting.
• Assist with onboarding and training of staff.
• Prepare written correspondence, reports, and analyses for management.
• Participate in internal and external meetings and maintain client confidentiality.

Skills

Attention to detail

Verbal & written communication

Independent & team work

Customer service & presentation

MS Office (Excel/Word/Outlook/PowerPt)

Insurance servicing experience

Surety experience

Epic & Tinubu

P&C license within 90 days

Tools

Epic

Tinubu

Job description

Description

The Role

In this role, you will be responsible for the oversight of the SuretyNexus Quality team. This includes day-to-day servicing of Surety clients, and management of team’s servicing of Surety Clients to ensure KPIs and SLAs are being met. This will involve building relationships and working closely with client-decision makers, quality assurance on all deliverables on our client’s behalf in accordance with our SOPs and completing various administrative tasks, including monthly analysis & reporting. Duties include but are not limited to:

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

• Manage and prioritize team’s workflow, ensuring all SLAs are met
• Communicate effectively with clients, client managers and other team members
• Create a positive, productive, and competitive team atmosphere
• Quality Assurance of all Surety bonds as well as perform associated activities based on the specific instructions of the Client and/or Client Manager as communicated and handling of all subsequent transactions
• Ability to understand and interpret the information presented in a bond request
• Assist with resolution of client/carrier accounting issues
• Assist in on-boarding and training
• Prepare written correspondence, reports and analysis as needed for management
• Participate in internal and external meetings
• Maintain client confidentiality

Qualifications

The Requirements

• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to work independently and in a team setting
• Strong customer service, presentation, and organizational skills
• Working knowledge of Microsoft Office including Excel, Word, Outlook, and PowerPoint
• 1-3+ years insurance industry experience related to servicing accounts is a plus
• Experience working with Surety, including in an insurance brokerage environment a plus
• Experience working with Epic and Tinubu a plus
• Acquire and maintain P&C License within 90 days of employment

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets