100 North 15th Avenue

Phoenix, Arizona 85007

Annual Salary Range: $90,000 - $104,000

Grade: 28

This position will remain open until business needs are met  

Under executive direction, this position serves as a key administrative leader directing the operational and policy functions of both the Consumer Affairs Division and the Market Conduct Division (encompassing Market Conduct Examinations and Market Analysis). Through subordinate supervisors, the position establishes division missions, strategic objectives, performance metrics, regulatory policies, and administrative rules.

This role serves as the agency’s primary subject matter expert and advocate for insurance consumer protection and market conduct practices. It involves high-level coordination with internal agency divisions, federal and state regulatory bodies, law enforcement, the National Association of Insurance Commissioners (NAIC), the Governor’s Office, and the State Legislature.

The role requires high-degree of knowledge in insurance and consumer protection matters, including the skills necessary to research novel issues. The role will require the review and analysis of pending and new legislation on matters related to the Division's functions.

Strategic Leadership and Management

• Through subordinate supervisors, directs, evaluates, and oversees the daily operational, regulatory, and policy activities of the Consumer Services, Health Care Appeals / Surprise-Out-of-Network (SOON), and Market Conduct Sections. Establishes, implements, and monitors long-range program missions, strategic goals, annual objectives, operational policies, administrative rules, and key performance indicators (KPIs). Optimizes workflows, regulatory systems, and technical resources to ensure effective case management, exam scheduling, and market analysis monitoring. Develops operational standards and ensures division compliance with state statutes, federal regulations, and departmental priorities. Prepares ad hoc, recurring, and executive-level reports utilizing statistical analysis, complaint/appeals metrics, and forecasting to identify emerging trends, systemic issues, and market behavior across all consumer-related matters

Monitor the Market Conduct Examination Program

• Confers with the Director's staff and Assistant Attorneys General on examinations and continuum actions involving violations of law. Participates in negotiations and resolution of examinations and continuum actions reporting violations of law. Evaluates regulatory trends, emerging market practices, and financial data to drive targeted market analysis and examination strategies

Intra-agency and inter-governmental coordination

• Coordinates with the Enforcement unit on pending actions, joint investigations and relevant administrative efforts. Coordinates with the Consumer Affairs Officer on high-level matters that require supervisor review and analysis. Serves as one of DIFI's representatives on NAIC committees, task forces, working groups and other advisory panels. Coordinates with DIFI's executive team consistently on pending matters and high-level strategic decisions

Monitor the Health Care Appeals / SOON Programs

• Provides administrative oversight and performance monitoring for the Health Care Appeals and SOON programs to ensure regulatory compliance and timely dispute resolution, actively tracking data to identify non-compliant market trends and making formal referrals to Market Conduct when necessary

Research

• Provides expert consultation and decision support to staff and subordinate supervisors on complex, high-profile, or contentious consumer complaints and market violations. Researches complex matters and works with the Department's legal team on questions of law and legal interpretation. Evaluates regulatory trends, emerging market practices, and financial data to drive targeted market analysis and examination strategies

• Other duties as assigned as related to the position

Knowledge:

• Expertise in state and federal laws, rules, administrative and criminal procedures policies. terms, concepts and industry practices that pertain to the business and transaction of insurance

• Strong knowledge of the principles of management, organization dynamic, systems development, negotiation techniques, the Arizona rule making process, the Arizona legislative process and strategic planning and budgeting

• Knowledge of Arizona and national insurance market, industry concepts and practices and insurance company operations

• Knowledge of concepts, terms and methods employed in valuing insurer assets and establishing insurer liabilities

• Knowledge of Arizona laws and rules that provide standards for the market practices of insurance companies

• Knowledge of risks, including prospective risks, and risk mitigation methods in use by the insurance industry

• Knowledge of computerized word processing, spreadsheet, database and auditing software and applications

• Knowledge of state and federal insurance law, rules, regulations, policies, procedures and case law

• Knowledge of data sampling, developing and administering surveys, data analysis and reporting

• Knowledge of statutory/regulatory construction and principles of public administration

• Familiarity with quality management and quality assurance concepts

• Knowledge of the responsibilities of other agency divisions

• Knowledge of the market practices of insurance companies

• Knowledge of investigative technique and principles

Skills:

• Skill in using Google Docs, Excel, Word, Power Point, Outlook, Access, PDF or equivalent programs, Tableau

• Skill in time-management, project organization and problem-solving

• Exceptional customer service skills; exceptional supervisory skills

• Skill at managing multiple responsibilities concurrently

• Business and diplomatic communication skills

Ability:

• Ability to use computerized word processing, spreadsheet, database, visualization software, and auditing software and applications

• Ability to establish and maintain effective relationships under the most contentious or disputatious situations

• Ability to evaluate difficult, conflicting issues and situations, and adopt an effective course of action

• Ability to accurately analyze situations and information and to adopt appropriate courses of action

• Ability to read, write, type and use standard office equipment (photocopier, fax, telephone, etc.)

• Ability to communicate diplomatically, clearly and effectively in writing and verbally

• Ability to appropriately apply laws and standards when evaluating data

• Ability to effectively direct large, multifarious operations and projects

• Ability to exercise good judgment and make appropriate decisions

• Ability to plan, design and administer surveys and research studies

• Ability to analyze complex data and draw valid conclusions

• Ability to organize and prioritize multiple complex projects

• Ability to prepare comprehensive reports

• Ability to work effectively with others

• Ability to supervise professional staff

• Ability to resolve complex problems

Required Education, Licensure, Certification

• A Bachelor's degree from an accredited university or equivalent experience

• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

• Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

The State of Arizona offers a comprehensive benefits package to include:

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

•  Life insurance and long-term disability insurance

• Vacation plus 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Positions in this classification participate in the Arizona State Retirement System (ASRS)

• Please note that enrollment eligibility will become effective after 27 weeks of employment

• If you have any questions please feel free to contact Deian Ousounov at deian.ousounov@difi.az.gov