Claims Operation Manager

Job DescriptionThe Claims Operation Manager will be responsible for the activities, organization, and coordination of all DEKRA Vehicle Appraisal projects. The Claims Operation Manager will maintain and enhance DEKRA s customer service by organizing and evaluating service and procedures properly with appropriate attention to scope, time and cost management. Key roles and responsibilities include: Take ownership and be accountable for program scorecard results which may include: Appraisal/Inspection turnaround time Response time to client Quality of Repair Estimates Report and invoice completeness Customer Satisfaction Provides direct supervision to Customer Service Representatives and Automotive Technicians. Ensures that all DEKRA Vehicle Inspection and appraisal services including appraisals are promptly and accurately obtained, documented and scheduled by direct reports. Monitors calls in progress and recorded statements to ensure they are completed in accordance with DEKRA procedures. Monitors the promptness of direct reports responses to inquiries and remains involved in the resolution of complaints. Maintains responsibility for hiring, training, and evaluation of direct reports. Completes quality checks and monitors monthly production results. Organizes workflow, desk and telephone coverage in the department to ensure proper customer service is maintained at all times. Responsible for staffing coverage based on call volume. Manages the individual performance of each Customer Service Representative. Implements progressive discipline as appropriate. Assists with development, implementation, and monitoring of adherence to new and revised policies and procedures. Investigates and responds to customer complaints generated from the unit. Works directly with the IT Department and Customer to ensure that application and computer upgrades are completed when applicable. Also responsible for resetting passwords, system restarts/reboots, and contacting Systems when needed. Conducts performance appraisals and administers pay for performance salary recommendations to Operations Leadership. Elevate service related issues to management in a timely manner with an action plan for resolution. Monitor compliance with state fair claims practices acts. Ensure adjusters are knowledgeable of such acts and document the requirements of each state in the claim file. Knowledge in a general liability, commercial liability, public transportation, trucking and cargo and physical damage insurance claim handling as applicable. May perform other related tasks as assigned. Position Requirements Bachelor s Degree in Business, Management, or other related discipline (or an equivalent combination of relevant education and experience). Minimum 5 years of demonstrated experience in a Supervisory position. Demonstrated experience in Emphasizing Excellence, Coaching, Supervision and Quality Management. Requires excellent interpersonal and communication skills. Quality orientation and high attention to detail. The ability to work independently in a fast-paced environment. The ability to multi-task and set priorities. The ability to effectively communicate with both colleagues and external customers and create an atmosphere of teamwork with a problem solving approach utilizing problem solving and resolutions skills. Requires proficiency in the Microsoft Office Suite (Word, Excel and PowerPoint) and PC applications, which includes the ability to learn new and complex computer system applications. Experience in the Testing, Inspection, and Certification Industry is a plus. Knowledge of Marine Cargo Insurance claims is preferred. Knowledge in a general liability, commercial liability, public transportation, trucking and cargo and physical damage insurance claim handling as applicable. Company DescriptionAbout DEKRA Automotive North America, Inc. DEKRA is one of the world s leading expert organizations. The company currently maintains a presence in 50 countries in Western and Eastern Europe as well as in the USA, Mexico, Canada, Brazil, North and South Africa, Israel, Japan and China. With more than 30,000 employees and 180 subsidiaries worldwide it is easy to understand how DEKRA SE has grown to be a global leader in service providers and consultancy programs Our strong international presence, industry expertise and close ties with the automotive trade have earned us high recognition amongst OEMs, dealers, suppliers and automotive service providers. With our broad international network of automotive experts, consultants and specialists in quality and process optimization, DEKRA has a proven track record in the improvement of quality, business performance, people skills, workflows and processes for our customers. We are committed to building long-term, sustainable partnerships with our customers.