Divisional Quality Claims Supervisor

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio-frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at www.averydennison.com.

Job Description

Avery Dennison, Label and Graphic Materials is seeking a Quality Supervisor to join the Divisional Quality Team in our headquarters office in Mentor, Ohio. The Supervisor will lead and provide direction to a team of Customer Quality Admins and Analysts to deliver world class quality services for Avery Dennison Customers internally and externally.  The primary goals include driving Employee Engagement, Safety, Customer Service, product quality and claims process improvements. This role reports to the Sr. Divisional Quality Manager.

Activities may include, but are not limited to:

• Team leadership in performance planning and career development 

  • Establish goals, track performance and provide feedback with minimal guidance for team of Quality Admins and Analysts leading claim investigation 

  • Adjust resourcing as required to deliver results which may include posting and hiring new roles 

  • Perform general management duties, exercising usual authority concerning Team, performance appraisals, promotions and performance management. Responsible for training and development employees, estimating resource/labor needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies. 

  • Develop and maintain a succession plan for your Team

• Leading the team to achieve the Quality Team Mission and Goals 

  • Prepare and communicate and interpret  metrics / results weekly and monthly 

  • Audit claim entries to ensure accuracy for proper claim investigation 

  • Drive step change improvements in leading and lagging metrics including response times, claim entry time, claim closure time, claim cycle time, and OPLH (resources required to process claims)

• Improving the Overall Customer Experience 

  • Speak directly with Customers to ensure a positive Customer experience during claim processing and to gain feedback on our processes and their experience. 

  • Take action to address opportunities for improvement with customer interactions from feedback in the external survey or internally with Sales partners

  • Lead improvements as a team addressing specific focus areas measured in the customer survey key performance indicators

• Supporting the team in daily claim processing 

  • Manage the overall resourcing workload of the team - pull triggers to adjust team responsibilities to balance capacity 

  • Lead and improve our Management for Daily Improvement (MDI) and other lean sigma tools and processes.

  • Maintain the group email, group voicemail, mailroom process and other various claim sample handling processes

  • Develop and lead a training process within the team ensuring there is a cross training matrix maintained on the team for back ups 

  • Maintain the working ‘Dashboard’ for the team’s key performance indicators

  • Lead and resolve claim related issues with Customers, Sales leaders, Marketing, Customer Service, Manufacturing plants and suppliers

  • Perform data analysis, lot trace and containment activities

  • Create, implement and/or update and maintain critical work instructions and controlled documents to ensure consistent claim processing 

• Leading initiatives to improve overall Claims processing 

  • Complete data analysis to determine root cause and to identify priority projects.

  • Act as the escalation point to support and manage as a back up the end to end claims process 

  • When required work directly in the system to, complete claim entry, investigations such as lot trace to bring claims to closure