Manager, Quality and Training

Job Description Position Summary: Manages the Quality and Training team, which develops and implements proactive training and quality programs, conducts quality reviews for phones and processing, facilitates operational training, supports excellence in production metrics, and maintains process and procedures documentation. Responsible for departmental operations, builds strong and productive relationships with cross-functional partners, and works with Director, Quality Assurance to become a trusted business advisor. Essential Duties and Responsibilities: Manages auditor/trainers to manage quality review programs and deliver high quality training to the Benefit Operations units. Works with Director, Quality Assurance to develop team goals and strategy. Identifies trends in any quality concerns and advises management regarding next steps to remediate the concerns. Manages the development and implementation of quality sampling standards, methods, and procedures for inspecting, testing, and evaluating the quality of the Benefit Operations production output. Prepares responses to requests for data, support, and productivity reporting related to annual audits, and other internal or external reviews/inquiries. Responsible for the creation of documentation and operational procedures in compliance with benefit plan provisions, internal controls, and legal/regulatory requirements by working closely with key department stakeholders, consultants, and audit staff. Maintains excellent working relationships with internal partners, membership, and vendors to meet business objectives. Manages vendor relationship with overpayment recovery and subrogation vendor and performance against their contractual obligations, quality outcomes, and customer satisfaction. Works with the Director, Quality Assurance, and leadership to review objectives and determine the success of operations. Involved in developing, modifying, and executing policies that affect immediate operations. Works with the Director, Quality Assurance to identify process improvements to improve quality, work efficiency and productivity in Benefit Operations team and other I&FS areas as assigned. Qualifications Formal Education Required: Bachelor’s degree in Business Administration or a related field, or 7 years of experience working in insurance claims and/or retirement plan processing combined with leadership experience. Experience Required: 5 or more years of experience in the insurance claims processing and/or pension industry 2 or more years of supervisory, lead, or program management experience, preferably in insurance claims processing and/or pension industry. Experience with operational metrics, models and appropriate internal controls for financial services or ERISA plans preferred. Certified Employee Benefits Specialist (CEBS) designation and/or insurance coursework in AHIP, LOMA, or ICA is preferred. Knowledge, Skills and Abilities Required (as demonstrated by prior experience): Knowledge of relevant technical and legal standards (may include ERISA, IRS and DOL regulations, internal audit, fraud examination, etc.). Knowledge of quality programs to support a production environment. Ability to manage competing deadlines and multiple projects at various stages of development using effective organization skills and attention to detail. Ability to work in collaboration with other people to foster cooperation. Ability to effectively communicate, both verbally and in writing, with membership, employees and/or vendors. Interpersonal skills, member service orientation and ability to work in a team environment. Ability to identify opportunities for improvement, make constructive suggestions for change and lead implementation. Ability to develop and deliver presentations and training workshops. Additional Requirement: The preceding job description has been written to reflect management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. NRECA is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please e-mail humanresources@nreca.coop or call: 703-907-5992 - NRECA Arlington Human Resources. Please call 402-483-9275 - NRECA Lincoln Human Resources, for Lincoln, NE employment opportunities. We will make a determination on your request for reasonable accommodation on a case-by-case basis. The U.S. Equal Employment Opportunity Commission (EEOC) recently released the 'Know Your Rights' poster, which updates and replaces the previous "EEO is the Law" poster and "EEO Is the Law Poster Supplement". Pay Transparency Non-Discrimination. NRECA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information. E-Verify. As a Federal Contractor, NRECA is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify. For more information about life at NRECA please visit www.Electric.coop. Learn more about who we are, career opportunities, employer awards and life at NRECA. The National Rural Electric Cooperative Association (NRECA), with offices in Arlington, VA and Lincoln, NE is the trade association for over 900 consumer-owned electric cooperatives serving more than 42 million people. At NRECA, we work with people who are leaders in their fields. They are down-to-earth, hardworking professionals committed to helping our members serve their communities. Our work is interesting, constantly evolving, and requires new skills to meet the changing needs of a dynamic industry. Employees are united around the compelling purpose and history of electric cooperatives which allows teams and individuals to thrive as they collaborate and engage to accomplish great things in the pursuit of our mission. And topping it off, NRECA cares about each person’s overall well-being, encouraging health, financial security, and a sustainable work/life balance. Learn more about who we are at https://www.electric.coop/our-organization/careers.