Surety Quality Manager: Client Service & QA Lead

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

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