Manager, Quality & Performance Standards, Travelers Residual Markets

Travelers • Orlando, FL

13d • $106,600 - $175,900

About The Position

Travelers Residual Markets (TRM) operates as a servicing carrier in the workers' compensation assigned risk market and maintains compliance, quality, and performance standards across a multi-state portfolio. Its Quality and Performance Standards team oversees quality control, audits, operational performance, and documentation across Underwriting, Premium Audit, Risk Control, and Operations.

The Manager serves as TRM's senior technical authority while coordinating team activities and providing day-to-day operational oversight where needed. The role owns complex state and functional portfolios, leads high-stakes quality control and audit work, and drives circular and state plan change implementation. The Manager also mentors peers, leads cross-functional initiatives, and represents the function in leadership discussions.

Requirements

• At least 6 years of progressive workers' compensation or insurance compliance experience.
• The ideal candidate has a bachelor's degree in Business, Finance, Insurance, or a related field.
• The ideal candidate has deep knowledge of the workers' compensation assigned risk market, including WCIP mechanics, NCCI frameworks, and independent bureau states.
• The ideal candidate has experience leading quality control programs and a track record of owning complex responsibilities end-to-end.
• The ideal candidate has strong relationship management skills and can credibly represent the function in internal and external conversations.

Nice To Haves

• At least 7 years of progressive workers' compensation or assigned risk experience.
• CPCU, AIC, or other relevant professional designation.

Responsibilities

• Own operational activities for assigned states, including technical oversight and escalation support for states owned by junior team members.
• Track, interpret, and coordinate implementation of circulars, bureau bulletins, and state plan changes, from impact assessment through execution and documentation updates.
• Plan and execute self-audits, maintain continuous triennial audit readiness, and track findings through resolution; may lead the self-audit program by delegation.
• Own quality oversight for TRM's most complex Direct Assignment clients, drive corrective action, and contribute to leadership reporting.
• Mentor less experienced consultants, cover for the Director on operational matters, and represent the function cross-functionally.
• Improve performance standards documentation, desktop procedures, and state requirement updates by eliminating redundancy and keeping materials current and scalable.
• Serve as a subject matter expert across Underwriting, Premium Audit, Risk Control, and Operations, and as the primary technical point of contact for Underwriting on assigned state matters.
• Own carrier performance monitoring for assigned states by tracking results, surfacing trends, supporting the NCCI bid process, and advising internal disciplines.
• Perform other duties as assigned.

Benefits

• Health insurance coverage for eligible employees and family members from the first day of employment.
• Dollar-for-dollar 401(k) matching on contributions up to the first 5% of eligible pay, subject to an annual maximum.
• Paying it Forward Savings Program contributions to a 401(k) account for employees who make student loan payments.
• A pension plan funded 100% by Travelers.
• At least 20 days of annual paid time off and nine paid company holidays.
• Wellness program with tools, discounts, resources, and caregiving support.
• Mental health program with access to professional counseling, health coaching, and other resources.
• Matching Gift and Volunteer Rewards program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager