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Manager, Damage Resolution

1 month ago

Edmonton AB, Canada Driving Force Vehicle Rentals, Sales and Leasing Full time

Embrace an incredible journey as our Manager, Damage Resolution at the Driving Force. Leading with passion, drive, and precision as you orchestrate seamless resolutions. Mentor and inspire your team, fostering a culture of excellence. Your influence will shape the organization's future as you implement our damage resolution strategy with finesse. Join us and be the catalyst for transformative changeDiscover why you should work with us:You are valued and supported with competitive pay and benefits, such as extended health coverage, dental benefits, and a personal spending account.We prioritize your team’s well-being by offering various perks, including a 50% discount on rentals at any DRIVING FORCE location and a company matched savings and emergency funds program for your future security.We emphasize work-life balance, offering 3 weeks of accruable vacation, a flexible work arrangement, and wellness programs for personal and family focus.We are committed to your growth with our inclusive and enjoyable company culture that allows career advancement through hands on training and opportunities for career progression within the organization.You will experience a vibrant and cooperative work atmosphere, along with the chance to collaborate with a forward-thinking team in the automotive sector.What you’ll do:Utilize existing standard operating procedures (SOPs) and modify where necessaryDevelop KPIs and associated metrics for damage resolution reportingManage existing service level agreements (SLAs) and modify where necessaryEnsure the chargeback process and procedure is being adhered to and completed by team membersCommunicate to the claims department when applicableReview and handle escalated chargebacksReview documentation, investigate issues and ensure chargeback files are administered in both a timely and fair mannerCoordinate vehicles that have been deemed a write off with the claims department.Ensure documentation of system/software enhancements or deficiencies is completedReview, monitor and provide manager with monthly reports, statements, KPIs and customer chargeback and LDW trendsSchedule regular meetings with team members and individual employees to communicate company information and provide feedbackSchedule and lead monthly meetings with the branches to review chargebacks statuses.Schedule and lead monthly meetings with Fleet Central Maintenance team on outstanding or process related itemsTraining, Scheduling, and ManagementResponsible for training new and existing team members on company policies, processes, and forms related to their rolesManage scheduling team shifts and ensure time zone coverage is maintainedProcess timesheets in the Company’s HCM system (if required)Provide direction, guidance and coaching to team members on customer service excellenceResponsible for hiring and performance managing staffWhat you'll need:Valid Driver’s License and Driver’s Abstract acceptable to TDF Group’s Driver and Vehicle Safety Program (to drive company vehicles)3+ years of experience at management levelPost secondary education considered an assetDue to fiduciary responsibility, pre-hire Criminal Security Clearance and Credit Check is requiredExperience in the automotive industry is requiredPrevious experience with insurance and claims management considered an assetStrong organization skills and ability to multitaskExceptional written and verbal communication and interpersonal skillsAbility to communicate cross departmentallyExperience in customer serviceProcess-driven with attention to detailEffective conflict resolution skills and ability to handle challenging conversationsThe Driving Force values diversity and is an equal opportunity employer. We encourage applicants from a wide range of candidates including women, men, visible minorities, Indigenous people, and persons with disabilities. While we welcome applicants from all interested individuals, please note that only selected candidates will be contacted for an interview.

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