Head of Premium Audit

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A+ “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be the leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values:  accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

Benefits:

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You’ll be surprised by all we have to offer!

• Competitive compensation
• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement
• And much more!

We are seeking a strategic and experienced leader to head our Premium Audit function for Small Commercial Insurance. This role is responsible for driving operational excellence, ensuring audit accuracy, and enhancing the customer experience across our audit processes. You will lead a team of professionals and manage vendor relationships to deliver timely, compliant, and customer-focused audit services. 

Key Responsibilities

Operational Leadership & Strategy:

• Develop and execute the strategic vision for the Premium Audit department.
• Develop a service focused mindset within the Premium Audit department
• Implement Audit procedures and education aimed at improving audit compliance
• Lead and manage a team of audit professionals and external vendors.
• Oversee the completion of physical, virtual, and voluntary audits, ensuring accuracy and timeliness.

Data Driven Decision Making:

• Translate data into actionable insights that drive business strategies and initiatives.
• Provide data-driven recommendations that improve operational efficiencies and business performance (internal and vendor partners).
• Use data to assess the potential impact of different business strategies, scenarios, or decisions and guide recommendations accordingly.
• Collaborate with business teams to implement data-driven initiatives and track their performance over time.

Team Development & Leadership:

• Lead, motivate team leaders and agents, fostering a high-performance culture that focuses on customer satisfaction and operational excellence, including external vendors.
• Provide coaching, feedback, and career development opportunities to ensure team members are engaged and performing at their best.
• Implement training programs to continuously improve the skills and capabilities of the contact center staff.
• Foster an environment of collaboration, innovation, and accountability.

Process Improvement & Technology:

• Implement and refine workflows and processes to enhance operational efficiency and minimize bottlenecks.
• Continuously evaluate and enhance operational processes, workflow, and technologies to drive productivity and regulatory compliance.
• Stay current with the latest technology, tools, and software solutions that can improve operational performance
• Champion the adoption and integration of new technologies to enhance both customer experience and operational efficiency.
• Regularly review the business’s data needs and work with stakeholders to improve data collection methods, reporting processes, and analytical techniques.

Customer/Agent Experience Optimization:

• Ensure seamless customer/agent experience by developing and monitoring quality assurance programs, ensuring that all interactions are handled with professionalism, empathy, and efficiency.
• Oversee escalation processes, ensuring that complex or high-priority customer issues are resolved promptly and effectively.
• Work with the customer/agent experience team to identify customer pain points and implement solutions to resolve them.

Performance Management

• Goal Setting and Alignment: Set appropriate goals and effectively performance manage supervisors and team members. Ensure that individual and team goals contribute to overall company success.
• Coaching and Development: Provide ongoing coaching, mentoring, and support to employees to help them meet performance expectations and achieve their career development goals. Identify skill gaps and facilitate appropriate training opportunities.
• Performance Improvement Plans (PIPs): Work with managers to design and implement performance improvement plans for employees who do not meet expectations. Provide guidance and follow-up to ensure progress is made.
• Conduct Performance Reviews: Lead and facilitate regular performance reviews, providing clear and actionable feedback. Work with managers to assess individual contributions, recognize achievements, and identify areas for improvement

Budgeting & Financial Management (if applicable):

• Identify cost-saving opportunities through process efficiencies, technology adoption, and other operational improvements.
• Conduct regular reviews of expenses and financial performance, making recommendations for adjustments when necessary.

Cross-Functional Collaboration:

• Collaborate with other departments such as IT, Marketing, Sales, Product, Underwriting and contact center to ensure alignment and integration of new initiatives.
• Provide feedback and insights to other teams regarding product/service improvements based on customer/agent interactions.
• Serve as a liaison between senior leadership and underwriting operations, ensuring that operational strategies are aligned with broader business goals.

Qualifications

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• 15+ years of experience in premium audit, with at least 10 years in a leadership role.
• Deep understanding of small commercial insurance products and audit methodologies.
• Proven ability to lead teams and manage vendor relationships.
• Strong analytical, communication, and problem-solving skills.
• Experience with audit software and data analytics tools.
• Ability to navigate regulatory environments and ensure compliance.

Why Join Us?

• Be part of a mission-driven organization focused on delivering exceptional service.
• Lead a high-impact function with visibility across the enterprise.
• Work in a collaborative, innovative, and inclusive environment.
• Competitive compensation and benefits package.

Salary Range:

$115,000-$235,000 USD

The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.

The annual base salary range posted represents a broad range of salaries around the U.S. and is subject to many factors including but not limited to credentials, education, experience, geographic location, job responsibilities, performance, skills and/or training.