Executive Director, Board of Appeals

About the Organization:

The Division of Insurance ("DOI"), an Agency within the Office of Consumer Affairs and Business Regulation, administers the Commonwealth's insurance consumer protection laws through its regulation of the insurance industry. The primary mission of the Division is to monitor the solvency of its licensees in order to promote a healthy, responsive and willing marketplace for consumers who purchase insurance products. The Division also investigates and responds to consumer inquiries and complaints, enforces state insurance laws and regulations, and provides the public with accurate and unbiased insurance information. An important aspect of the Division's work is ensuring that the individuals and business entities conducting the business of insurance in Massachusetts do so in a legal and timely manner.

The Division of Insurance is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Insurance values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Insurance is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

About the Role:

This position serves as the Executive Director (Director) of the Board of Appeal of Motor Vehicle Policies and Bonds (the board), which is responsible for conducting administrative hearings for appeals of actions, rulings or decisions of the Registrar of Motor Vehicles under M.G.L. c. 26, 8A and c. 90 , 28; conducting administrative hearings on insurance cancellation complaints pursuant to M.G.L c. 175 , 113D; and conducting hearings for at fault accident surcharges under the safe driver insurance plan or merit rating plans filed by insurance companies in accordance with M.G.L. c. 30A and 175E, 7A. The Director of the Board of Appeal reports to the Deputy Commissioner and General Counsel of the Division of Insurance (Division) unless otherwise directed by the Commissioner of Insurance.

The Board falls under the auspices of the Division pursuant to M.G.L. c. 26, 8A, and is comprised of four members: the Commissioner of Insurance or a designee, the Registrar of Motor Vehicles or two Assistant Attorneys general to be designated from time to time by the Attorney General of the Commonwealth.

The Board currently has seventeen (17) employees. The Executive Director is the administrative head of the board and is responsible for the day-to-day operations of the board, including modifying and modernizing the ways in which the Board processes and stores its records, directly supervising the Board's Executive Secretary, and interacting with representatives of the Registry of Motor Vehicles and insurance company representatives The Executive Director shall keep a record of all proceedings before the board and shall collect data on appeals, board outcomes and key performance metrics as determined by the Commissioner of Insurance.

The Executive Director participates in modifying all notices, website updates, and promulgating office policies on the hearing processes. The Director is responsible for overseeing the policies for storing the Board's data.

The Executive Director is responsible for ensuring adequate staffing and resources for the board to conduct its business.

Duties and Responsibilities:

The Executive Director oversees and directs as needed the boards' staff, including the Executive Secretary, who are responsible for conducting the Board of Appeal's daily business including: docketing appeal hearings, scheduling and conducting virtual hearings, responding to inquiries from members of the public, and writing and issuing appeal decisions.

The Director is responsible for delegating duties to achieve desired productivity levels, creates and manages employee remedial development plans, if necessary; and implements workflow improvement initiatives.

The Director compiles and maintains proper administrative records, obtains and maintains appeal data reports and ensures that the overall administrative hearings are scheduled in accordance with statutory and regulatory requirements.

The Director utilizes advanced analytics and data visualization tools to provide insights that enhance the agency's decision-making, streamline operations and identify areas for improvement.

The Director works with the Executive Secretary and Chairperson to ensure work is efficiently and effectively performed, and endeavors to fill position vacancies with enthusiastic, experienced, and professional staff.

The Director interacts with representatives of the Registry of Motor Vehicles, Merit Rating Board and insurance companies, to maintain and build professional relationships, to ensure the insurance carriers and their representatives participate in hearings, and to ensure that all parties comply with the board's requirements for the appeal hearing process.

The Director determines the goals and priorities for the operation of the board of Appeal, formulates and develops policies and procedures for appeal processing to ensure procedures and initiatives comply with applicable law, consumer interests, and agency goals.

Ensure insurance companies and their representatives who participate in at fault accident appeal hearings comply with the board's requirements relative to the appeal process.

The position involves oversight and responsibility for a wide range and number of appeal hearings. Conflicting demands challenge the ability to complete responses within reasonable and necessary time frames.

Establishing and maintaining operating policies that will most effectively allow the agency to serve the consumers and reduce hearing wait times.

Ensuring sufficient personnel resources for the department; resolving personnel conflicts in a fair and balanced manner.

Operating procedures and policies for the Board of Appeal; training on the processes used for hearings; professional development training. Establishing unit goals and objectives

Decide whether the daily/weekly staffing plan is adequate to carry out the scheduled dockets and deploy staff as necessary.

Ensure sufficient staff are assigned to cover at-fault accident appeal dockets for unexpected absences. Decide how to respond to external inquiries about hearings.

Delegate work to staff and motivate/direct them in carrying out their duties: management philosophy and tone.

Director proposes recommendations regarding Personnel issues, such as hiring, internal transfers, promotions, etc. Recommend technology tools and applications needed to improve department productivity and efficiency. Provides recommendations to agency staff concerning available training options

Makes decisions concerning the ordering of office supplies. Documenting, and maintaining of paper checks received transition of paper checks to Administration Department for deposit Communication with other agencies and insurance companies regarding outstanding document submissions. Decisions on the processing of appeal hearings. Schedules and leave approvals; staff work assignments; and professional development track for subordinates.

Supervises the Executive Secretary to the Board

The Executive Director performs duties under the general supervision of the Division's Deputy Commissioner and General Counsel, or as otherwise directed by the Commissioner of Insurance, with considerable latitude for independent judgment and decision making.

The Executive Director meets with the Deputy Commissioner/General Counsel to discuss the status of specific issues and establish action plans to address them.

The Executive Director may receive guidance from the General Counsel/Deputy Commissioner, Chairperson, the Division's Labor Attorney or Director of Administration on union or employee issues.

Performance in this position is subject to review by the Division's Deputy Commissioner and General Counsel, unless otherwise directed by the Commissioner, in the Mass Perform system for Commonwealth employees.

The Executive Director must strike a balance between the often-conflicting demands of the board, its personnel, and the general public. The Executive Director oversees the Board of Appeal's overall strategic planning yet must also devote time and effort to specific matters relating to agency operations, as well as its direct reporting department. In the area of emotional demands, the Director must be able to react successfully to frequent interruptions and unexpected revisions in priorities and deadlines.

Working Relationships:

• Board of Appeal Executive Secretary: Regarding day-to-day management of the board and its operations.
• Division Deputy Commissioner & General Counsel, and Board of Appeal Chairperson: Assist with establishing Executive Director's goals and priorities.
• Administrative Staff and Attorneys; review issues concerning policies, practices and other appeal related matters for feedback to develop necessary and appropriate changes.
• EOED Human Resources Staff and HRD: Contact regarding direction on personnel matters and procedures
• Insurance companies: Contact regarding department policies related to at fault accident hearings and document submissions.

Preferred Qualification:

• Thorough knowledge of principles and practices of management.
• Familiarity with the principles of Massachusetts insurance laws and regulations.
• Ability to communicate in a clear and concise manner both verbally and in writing.
• The ability to establish and maintain effective working relationships with supervisor, associates, subordinates and other agencies.
• Ability to complete assignments within strict time frames
• Ability to coordinate the efforts of others in accomplishing assigned work objectives.
• Problem solving (knowing how to define and prioritize problems and decision making)
• Leadership skills - setting direction for staff and influencing people to follow
• Knowing how to build a supportive and effective team
• Addressing performance issues and ability to develop remedial action plans
• Ability to learn new computer systems and applications to support agency needs.
• Ability to communicate in a clear and concise manner both verbally and in writing.
• Ability to establish and maintain effective working relationships with supervisors, associates, subordinates and other agencies.
• Ability to understand and implement complete instructions; to interpret laws, rules and regulations.
• Ability to learn computer databases, applications such as Microsoft Office, Outlook, Word, Excel and TEAMS.
• Ability to manage email management systems and other relevant software/applications.
• Applicants should have at least (A) five years of full-time, or equivalent part-time, executive leadership experience, preferably as an Executive Secretary or Office Manager in a professional environment or insurance-related field, and (B) of which at least one year must have been in a managerial capacity.
• Proficiency in Microsoft Office Suite: Expertise in programs like Word, Excel and Outlook.
• Experience with virtual office tools such as TEAMS or Zoom.
• Experience interacting with Executive Branch agencies.
• Experience in a fast-past environment.

Qualifications:
MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.