Supervisor, Investigations Quality and Performance

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.

Required: Bachelor's degree; 5 years relevant claims handling experience in addition to proficiency in MS Office applications, and related claims and business software.

Preferred:

• 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

Behaviors: 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.

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)