Under the Direction of the Executive Vice President/Chief Operating 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. The Tampa Y has demonstrated that risk mitigation results occurs when high quality programs and services are delivered. In addition to Quality Assurance Oversight, this position develops and administers Risk-Management and loss-prevention programs in line with organizational goals and culture and coordinates all interactions with claimants, insurance broker(s) and third party adjusters to resolve property, liability, and loss claims.

Successful candidates will possess collaborative and team building skills that facilities partnerships’ with operating leaders across all product lines and inspires others to succeed. Fostering relationships that create an environment of support, compassion, and empathy will be critical and tested during the interview process as well through professional reference checks

Key Areas of Focus:

• Implement strategies that ensure ongoing and sustainable quality improvement across all product lines
• Lead and coordinate all internal audits as well as management of external quality measurement tools / surveys/ statistics
• Identify, evaluate, and analyze areas of quality improvement as well as 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
• Serve as lead customer relationship manager (member and program) for all elevated issues unable to be resolved at local level.
• Ensure a quality, fun filled, engaging member experience

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES – Quality Assurance (appx 60%)

• 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 operating leadership team and senior leadership, refine and lead an ongoing program and facility audit/inspection process across all product lines.
• 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, Service Deliver Teams, and Project Teams to ensure that all 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
• Manages customer relations to include elevated customer grievances/issues, behavioral issues or elevated complaints, trespass orders, or violation of any member/program policy. Authorizes and approves all communication to member’s/program participants regarding removal from Y program and/or services.
• Develops a strategy to leverage data from multiple sources to assist in training, corrective action planning, recognize high achievers, and identify opportunities – sources include:
  • Satisfaction survey scores
  • Listen 360
  • Quality Quick Checks
  • Internal and external audits
  • Insurance rating
  • Secret Shopper visits / results
  • Virtual secret shopper
  • Others as assigned and developed

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES – Risk Management (Appx 30%)

• 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
• 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

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES – General (Appx 10%)

• Develops, authors, and produces reports and presentations that reflect improvement efforts and ongoing performance measures of program delivery and service processes as well as risk management deliverables / goals as well as general administrative duties
• Serves and is the primary point of contact regarding any liability, risk, theft, or injury occurrences for any member and/or program participant to include insurance investigations, securing documents, and internal investigations
• 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
• Develops and delivers risk, quality and other training designs as assigned
• Serves on all committees, project teams, innovation teams as assigned
• Attends and/or leads conferences, training, and business meetings as assigned
• Assist and lead in all areas as assigned

Education/ Experience Required:

• BA/BS from an accredited college or university in business or related field required. Six Sigma certification preferred.
• 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 in a supportive and collaborative environment
• 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 as well as the ability to convey passion and enthusiasm when inspiring and motivating others
• 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.

Driving History Review

• Requires valid driver’s license and satisfactory driving record.
• • Employment will end if at any time the driving standards during employment per the Tampa YMCA driving policies are not met.
• Ability to travel throughout the association as needed.
• Mileage reimbursement provides for travel.

Located in sunny Florida, the Tampa Metropolitan Area YMCA offers an ideal location with beautiful weather affording a desirable setting for an active outdoor lifestyle year-round. Tampa is located close to many of the top beaches in Florida, world-class theme parks and numerous state parks within driving distance. The city’s culture is ethnically diverse with strong Latin roots and the Y serves many different communities within the area. Florida also offers a low cost of living and is one of very few states that has no state income tax.

The Tampa Metropolitan Area YMCA is a forward thinking growth oriented organization with a culture that nurtures and develops talent providing great benefits and a competitive salary including:

• 12% employer-funded fully vested retirement plan after two years of services
• 403(b) savings plan from day one
• 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
• employee assistance program for all employees
• other discounts with local companies

To learn more about the Tampa Metropolitan Area YMCA, click HERE.

The Tampa Y is an Equal Opportunity Employer and a Drug-Free Workplace.