Manager, Damage Resolution
2 weeks ago
Discover 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 wellbeing 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 worklife 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 forwardthinking team in the automotive sector.
What you'll do:
- Utilize existing standard operating procedures (SOPs) and modify where necessary
- Develop KPIs and associated metrics for damage resolution reporting
- Manage existing service level agreements (SLAs) and modify where necessary
- Ensure the chargeback process and procedure is being adhered to and completed by team members
- Communicate to the claims department when applicable
- Review and handle escalated chargebacks
- Review documentation, investigate issues and ensure chargeback files are administered in both a timely and fair manner
- Coordinate vehicles that have been deemed a write off with the claims department.
- Ensure documentation of system/software enhancements or deficiencies is completed
- Review, monitor and provide manager with monthly reports, statements, KPIs and customer chargeback and LDW trends
- Schedule regular meetings with team members and individual employees to communicate company information and provide feedback
- Schedule 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 items
- Responsible for training new and existing team members on company policies, processes, and forms related to their roles
- Manage scheduling team shifts and ensure time zone coverage is maintained
- Process timesheets in the Company's HCM system (if required)
- Provide direction, guidance and coaching to team members on customer service excellence
- Responsible for hiring and performance managing staff
What 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 level
- Post secondary education considered an asset
- Due to fiduciary responsibility, prehire Criminal Security Clearance and Credit Check is required
- Experience in the automotive industry is required
- Previous experience with insurance and claims management considered an asset
- Strong organization skills and ability to multitask
- Exceptional written and verbal communication and interpersonal skills
- Ability to communicate cross departmentally
- Experience in customer service
- Processdriven with attention to detail
- Effective conflict resolution skills and ability to handle challenging conversations
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