Quality Assurance Senior Manager-Captive

Gallagher • Lower Allen Township, PA

5d

About The Position

This role serves as the single point of ownership for all captive escalations and complaints. The Manager will be the primary client‑facing leader for captive members, brokers, and stakeholders, ensuring every issue is acknowledged, navigated, resolved, and closed with discipline and professionalism. This role is not administrative. It is a high‑judgment, service‑driven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement.

Requirements

• Bachelor's degree
• 6 years relevant claims handling experience
• Proficiency in MS Office applications
• Proficiency in related claims and business software
• Good interpersonal skills and ability to interact at all levels of client/carrier/broker hierarchy
• Organized, detailed, and analytical in approach to resolving problems

Nice To Haves

• Previous auditing experience
• Extensive liability claims background
• Strong process management skills

Responsibilities

• Own all captive escalations and complaints from intake through final resolution and closure
• Serve as the only client‑facing role for escalations (members/brokers/captives)
• Set clear response expectations (“request received / response by X date”)
• Navigate claims, RMs, supervisors, Quality, and Operations to secure timely responses
• Escalate non‑responsiveness and step in to remove delays or blockers when work gets stuck
• Conduct structured root cause analysis to identify repeat drivers
• Translate escalation insights into remediation, coaching, and training needs
• Identify risk patterns and emerging escalation trends
• Partner with QPG, Claims, and Operations to drive corrective actions and confirm remediation is effectively implemented and sustained.

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program

What This Job Offers

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