Manager, Quality & Performance Standards, Travelers Residual Markets

Travelers • Hartford, CT

11d

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. The Quality and Performance Standards team supports four disciplines: 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 implementation of circulars and state plan changes. It also provides technical guidance, mentorship, and cross-functional representation.

Requirements

• At least 6 years of progressive workers’ compensation or insurance compliance experience.
• Bachelor’s degree in Business, Finance, Insurance, or a related field.
• Deep knowledge of the workers’ compensation assigned risk market, including WCIP mechanics, NCCI frameworks, and independent bureau states.
• Experience leading quality control programs.
• A track record of owning complex responsibilities end-to-end.
• Strong relationship management skills and the ability to represent the function credibly in internal and external conversations.

Nice To Haves

• 7 or more years of progressive workers’ compensation or assigned risk experience.
• CPCU, AIC, or other relevant professional designations.

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, 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, track results, surface trends, support the NCCI bid process, and advise internal disciplines.
• Perform other duties as assigned.

Benefits

• Health insurance coverage for eligible employees and family members beginning the first day of employment.
• Dollar-for-dollar 401(k) match on contributions up to the first 5% of eligible pay, subject to an annual maximum.
• Paying it Forward Savings Program, with an annual Travelers contribution to the employee’s 401(k) when the employee makes student loan payments.
• Pension Plan funded 100% by Travelers.
• At least 20 days of paid time off annually.
• Nine paid company holidays.
• Wellness program with tools, discounts, and resources, including caregiving support.
• Mental health program with access to free professional counseling, health coaching, and other resources.
• Matching Gift and Volunteer Rewards program.

What This Job Offers

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