We are seeking a proven, self-motivated, cause-driven professional to join our team. Under the Direction of the Executive Vice President/Chief Operating Officer and responsible to the Chief Financial Officer, The Director of Quality Assurance and Risk Management is responsible for the development and implementation of consistent quality standards across the Association and provides leadership for all aspects of quality improvement processes. Develops and administers risk-management and loss-prevention programs and coordinates all interactions with claimants, insurance broker(s) and third party adjusters to resolve claims.
Areas of Responsibility:
- Implement strategies that ensure ongoing and sustainable quality improvement across all product lines
- Identify, evaluate, and analyze risks inherent to the operations of the Association and develop corrective plans
- Formulate, implement, administer, and evaluate risk management strategies to efficiently and cost-effectively manage risks and loss prevention
- Create a culture of continuing risk evaluation among all associates, responsible for training, advising, and counseling associates while working in a collaborate environment
- Ensure a quality, fun filled, engaging member experience
Quality Assurance
- Develops and manages all activities that promote improved quality throughout the Association to ensure consistent implementation of quality and risk management standards
- In collaboration with the Quality Assurance Innovation Team and senior leadership, develop an ongoing program and facility audit/inspection process (quarterly evaluations)
- Supervise internal and external auditing programs and develop training programs for auditors and field leaders
- Utilizing data from internal audits and external member/program surveys, develops and implements corrective action plans to achieve Association Quality Standards
- Creates Quality Dashboard and leads quarterly Quality Assurance senior leadership meetings
- Provides input and feedback to all Innovation Teams and Project Teams to ensure that all new programs and services are in compliance with Association Quality Standards and new standards are authored to ensure that any new program / service has a quality inspection/compliance component
- Develops a strategy to leverage data from multiple sources to assist in training, corrective action planning, recognize high achievers, and identify opportunities – sources include: o Satisfaction survey scores o Listen 360 o Quality Quick Checks o Internal and external audits o Insurance rating o Secret Shopper visits / results o Virtual secret shopper
Risk Management
- Provides leadership for the Association Risk Management Committee (Board Committee)
- Initiates policies to comply with safety legislation and industry practices, and minimize asset liability
- Acts as the liaison to attorneys (in collaboration with CFO), insurance companies and individuals, investigating any incidences that may result in asset loss
- Coordinates with insurance auditors/adjusters, third party administrators and outside counsel to ensure cost effective handling / prevention of all claims or occurrences including general liability and property and others areas as assigned
- Works closely and collaboratively with the Association Director of Aquatics, Property Management, and VP of Youth Development to develop layers of protection in critical risk prone areas/programs
- Manages safety, inspections, and operator certifications for all association vehicles
- Manages safety, inspections, and certifications for Association zip lines, climbing towers, and ropes courses (Camp Cristina and Bob Sierra)
- Manages National Y / Association Child Abuse Initiative (Presidium) and ensures compliance with National and Association standards
- Provides leadership to assure compliance with local, State, and Federal laws and regulations as they relate to risk management and compliance to OSHA, ADA, and other insurance and mandated requirements
- Leads authorship and management / compliance of appropriate emergency procedures and best practices for Association, Family Centers, and Program Sites to include lock out procedures
- Collaborates with Association Marketing / Public Relations leadership to ensure up–to-date emergency communication plans (both internal and external)
- In collaboration with the CFO, evaluates property and risk insurance policies – both renewals and proposal evaluations
- Manages membership relations and is the primary point of contact regarding any liability, risk, theft, or injury occurrences for any member and/or program participant
- Works with field leadership to de-escalate member and program participant behavioral issues up to and including suspending and terminating membership as appropriate
- Manages the Association sex offender registry subscription and policy to include member/program participation termination in accordance with Association policy
- Develops and conducts risk management training programs (i.e. property, safety, program, and crisis management/response)
- Recommends risk management policies (changes / amendments) to COO/CFO
- Maintains Association hurricane / severe weather plans and preparation action plan(s) – and updates as necessary
General
- Develops, authors, and produces reports that reflect improvement efforts and ongoing performance measures of program delivery and service processes as well as risk management deliverables / goals
- Provides leadership to all center staff members, serving as secondary supervisor to hire, develop, motivate, influence and retain a committed team passionate about the YMCA's mission, safety and service to members, and the Tampa Y promise
- Provides leadership to all center staff members to create and maintain meaningful and impactful relationships with the members, program participants, volunteers and community leaders
- Serves on all committees, project teams, innovation teams as assigned
- Attends and/or leads conferences, training, and business meetings as assigned
- Assist in all areas as assigned
Educational Background:
BA/BS from an accredited college or university in business or related field preferred
Skills/Experience:
- Prior experience in leading quality initiatives and demonstrated track record in customer service deliverables in high volume high quality organizations
- Understanding of insurance markets and experience in working in underwriting preferred
- Prior experience in leading Risk Management in multi-site / enterprise organization
- Demonstrated experience in analyzing data and creating metrics and trend analysis
- Knowledge and application of occupational health and safety regulations required
- Computer skills in Microsoft Office. - Ability to manage multiple tasks in independent, fast-paced team environment. - Excellent oral and written communication skills. Proficient in public speaking, training, and human relation skills. - Ability to work independently and to carry out assignments to completion with minimum instructions. - Knowledge of data collection methods such as focus groups, surveys and graded response cards.
- Experience in YMCA (or similar health / wellness operations – youth development) operations preferred
- Excellent verbal and written communication skills
- Highly motivated with the consistent ability to meet or exceed goals
- Ability to quickly build rapport and develop effective relationships with members, volunteers, program prospects, vendors and peers (this is an essential requirement)
- Demonstrated ability to multi-task and adapt to changing contexts and priorities.
- Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
- Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
- Proficient in using email, Internet, and other PC-based applications (e.g. Microsoft Office, customer service/tracking applications) with the ability to learn and adapt to new technology.
Certifications/Trainings Required:
- Must obtain within 30 days of employment and then maintain current certifications in CPR, First Aid, AED and Oxygen Administration.
- Maintain other required certifications as stated in the training matrix.
Compensation/Benefits:
The Tampa Metropolitan Area YMCA provides a progressive work environment with great benefits and a competitive salary; 12% employer-funded, fully vested retirement plan after two years of services; 403(b) savings plan; excellent, yet affordable health benefits including medical, dental, vision, life, and disability insurance; complimentary YMCA family membership with program discounts; generous paid time off package with a minimum of 27 days; and the ability to work with innovative, talented and diverse individuals driven by a 'best in class' philosophy with ongoing professional development opportunities. Florida, also known as the Sunshine State, has no state income tax!
Salary: $70,000.00 - $80,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 8 2018
Active Until:
Dec 8 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit