Supervisor, Investigations Quality and Performance

Gallagher•New York, NY

About The Position

Primarily focused on the oversight, quality assurance, and continuous improvement of desktop intelligence and claim support services, including social media intelligence, background research, public records research, and related analytical programs, ensuring adherence to client requirements, service standards, and operational expectations. Key responsibilities include designing and delivering training programs, onboarding and developing staff, providing technical guidance and mentorship, and ensuring compliance with established procedures, client instructions, and internal quality standards. This role also leads process improvement initiatives, develops and maintains workflows and best practices related to desktop intelligence services, including social media intelligence, public record research, background inquiries, and other claim-support activities, while supporting operational efficiency and high-quality outcomes. Additional responsibilities include conducting internal and external quality reviews, preparing performance and oversight reporting, analyzing trends and opportunities for improvement, supporting client and stakeholder communications, and collaborating with operational leadership to enhance service delivery. Participation in client meetings, strategic business reviews, training sessions, and other cross-functional initiatives may be required to support program growth, client satisfaction, and operational excellence. In partnership with division leadership, supports vendor oversight and performance management initiatives, utilizing quality audits, performance metrics, and trend analysis to drive continuous improvement. Fosters collaborative relationships with vendor partners to enhance service delivery, promote best practices, and ensure consistent achievement of client and organizational goals.

Requirements

Bachelor's degree
5 years relevant claims handling experience
Proficiency in MS Office applications
Proficiency in related claims and business software

Nice To Haves

10+ years of experience in claims intelligence, investigative operations, fraud prevention, or related insurance industry disciplines
Experience in advanced OSINT techniques, including the application of digital intelligence and online research methods to support claims and risk management objectives
Proven leadership experience managing and developing intelligence-focused teams while driving operational performance, quality outcomes, and client satisfaction
Expertise in training, mentoring, and presenting intelligence methodologies to operational teams, clients, and business partners
Experience building and overseeing quality assurance frameworks, audit programs, performance standards, and continuous improvement initiatives
Preferred certifications include CIFI, CFE, SCLA, or other relevant fraud, claims, intelligence, or investigative credentials
Strong analytical and organizational skills
Excellent interpersonal, written and verbal communication skills
Ability to interpret customer needs and handle to conclusion
Ability to work independently and establish priorities

Responsibilities

Designing and delivering training programs
Onboarding and developing staff
Providing technical guidance and mentorship
Ensuring compliance with established procedures, client instructions, and internal quality standards
Leading process improvement initiatives
Developing and maintaining workflows and best practices related to desktop intelligence services
Supporting operational efficiency and high-quality outcomes
Conducting internal and external quality reviews
Preparing performance and oversight reporting
Analyzing trends and opportunities for improvement
Supporting client and stakeholder communications
Collaborating with operational leadership to enhance service delivery
Participating in client meetings, strategic business reviews, training sessions, and other cross-functional initiatives
Supporting vendor oversight and performance management initiatives
Fostering collaborative relationships with vendor partners