Auto PD and Service Centre Manager (East GTA) $85,000 – $95,000 + Bonus
Responsible for assisting the Claims Service Centre Director in providing overall direction and management of the Customer Service and Financial operations within the department.
Also, responsible for providing efficient and effective work processes, quality service and continuous improvement within the department.
1. Proactively manages workflow and resources of the Auto PD Units to achieve regional goals and exceed customer expectations. Handles escalated client and broker calls when necessary.
2. Reports on progress up against specific goals and objectives. Provides Monthly/Quarterly reports on productivity; service and specific goals and objectives to the Claims Service Centre Director.
Assists the Claims Service Centre Director in managing and controlling the department’s internal and external expenses.
3. Monitors activities of the clerical support staff. Focus on providing a high level of customer service to our internal and external customers, who includes the efficient setting up and prompt delivery of new claims to ensure prompt contact. .
4. Develops, recommends, and implements strategies for loss cost containment and increased Salvage and Subrogation returns to improve the Claims Service Centre’s financial performance.
5. Manages and monitors the use of Preferred Vendors to meet objectives of the Regions Direct Repair Shop Program, Rental Car Program and ETA Program
6. Provides leadership to direct reports. This includes: communicating corporate philosophy, vision, and values; motivating staff to participate in corporate objectives; continuously keeping them informed of changes or new directions; and soliciting feedback regarding operations. Recruits and develops staff.
7. Ensures that corporate policies/procedures, reserving guidelines and service and productivity standards are being followed. Implements policies in areas such as Liability determination, investigation, policy interpretation. Assists the Claims Service Centre Director in providing direction on claims matters, i.e. policy interpretation, legal and technical issues related to specialty lines or concerning large losses.
8. Determines goals and objectives for unit managers and other direct reports. Assigns responsibilities. Provides guidance and feedback regarding performance. Facilitates continuous learning, career development and succession planning.
9. Maintains effective communication channels and relationships with other units and managers throughout the company, others within the insurance community and vendors, service providers, and legal firms.
10. Promotes and manages effective relationships with the Regional Management team and other COEs and keeps them informed on technical, administrative and service issues. Ensures that the RVP and RBMs are made aware of any issues that may impact brokers or their territory.
Technical expertise related to the insurance business, products and claims related processes.
Ability to analyze and interpret statistical information, legal and governmental regulations.
Ability to lead a team by using excellent listening skills, coaching and mentoring abilities, and proactive approaches.
Experience in a Customer Service Centre environment including familiarity with Symposium reporting, Call Quality Monitoring and other tools used to improve service delivery and efficiency.
Strong project management skills to scope out projects, deploy and direct resources, set clear objectives, monitor progress, anticipate problems and evaluate results.
Effective communication skills to develop and foster favorable business relationships, tactfully negotiate contracts, and resolve conflicts. Ability to formulate policy statements and convey technical or legal information. Must be able to conduct formal presentations in group settings to influence and persuade others.
Ability to make decisions in time sensitive situations. Ability to solve complex problems and deal with a variety of concrete variables in situations where only limited standardization exists.
These skills are normally acquired through a combination of education and experience equivalent to: University graduation at the bachelor’s level and the Chartered Insurance Professional designation or Fellowship status with the Insurance Institute of Canada
Ten years of multi-line claims experience; preferably some field experience; and experience in a management capacity. Computer literacy is required.
Please forward resume to email@example.com