Responsible to strengthen strategic partnership with our repairer\workshop network which includes both Panel and Franchise network and all external Accident\Breakdown management vendors.
The post holder will line-manage end to end engagement and contract management within the Supply chain Division to implement a forward plan to manage repairers and vendors more effectively.
Focal point of contact within company Claims framework in coordinating and facilitation of engagement
Constant visitation required to ensure panel repairer performances are in line to targets.
Defined service level targets for repairer network to lead in industry turn-around time and quality benchmark.
Capable in analytics and technical reporting to monitor and drive performances.
Service delivery reporting and performance dashboard construction is expected.
Work line efficiency developed through simplification and automation through reporting capabilities.
Customer centric while remaining prudent with cost, to setup service improvement plans across all workshops and vendors to improve overall smash repair capabilities within repairer network.
Responsible for selection, recruitment, approvals and termination of vendors in a controlled leakage free environment.
Review and enhance contracts to ensure high standards defined and curb service related issues.
Performance review constantly conducted and ensure deliveries are in line to contract guidelines.
Act as a support system for all vendors in addressing any gaps or issues and assist in manning system requirements to be connected to company.
Technical - Trade qualifications in the smash repair industry, prior motor assessing or estimating/job costing experience and a deep understanding of repair cost drivers, quality repairs & vehicle safety requirements
Automotive Strong Knowledge and experience in the automotive industry and dealing with Motor Suppliers.
Managing Budgets and Cost Control - Utilizes knowledge of budgeting processes, including the allocation and monitoring of costs and revenues to advise or take corrective action
Managing Change and Risk - Brings strong change and risk disciplines to projects and business as usual activities to ensure business unit, divisional and organizational success. Uses and reinforces proactive risk management behaviors in processes and practice.
Strategic Thinking - Gathers and makes sense of information from a variety of sources and communicates complex ideas to others. Thinks at a big picture level and takes a long-term view
Business Acumen Demonstrates an understanding of what drives profitability and makes decisions that add commercial value to the business
Analysis and Problem Solving - Secures relevant information and identifies key issues and relationships: relates and compares data from different sources; identifies interrelationships and cause and effect systems
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases