Retailer Claims Support Manager - Operations

SUMMARY

Provides strategic leadership, direction, and development for the Retailer Claims Operations team, overseeing functions that include NorthStar system configurations, Transportation, Audio Exchange Program, Added Security, Warranty Analysis, and Vendor Recovery. Ensures ongoing quality of services and deployment of staff to meet departmental objectives for quality and service levels. Defines, reviews, and improves business processes specific to claims operations. Clearly presents information through the spoken or written word, reads and interprets complex information, and communicates effectively with retailers, field staff, other department teams, and external contacts as needed relating to the functions of claims operations.

PRIMARY RESPONSIBILITIES

• Develops, manages, and reviews work of assigned staff and temporary employees. Completes mid-year and annual reviews for staff, in consultation with Director - Service Operations and EV Strategy.
• Uses understanding of claims policies and procedures as a subject matter expert (SME) for retailers, the field, and other departments in order to resolve escalated questions and/or issues related to claim system processing and policy.
• Acts as a liaison to the Information Technology (IT) Department for day-to-day system needs and for upgrades and other initiatives. Maintains responsibility for working with IT Department staff to define, test, and implement ongoing maintenance and enhancements, and to be a Claims Team subject matter expert for systems.
• Manages and approves Labor Rate, Parks Markup, and 3rd-Party Labor Time Guide requests.
• Manages audio head-unit exchange program and the associated vendor partners.
• Reviews and approves invoicing for Transportation, Added Security, and Vendor Recovery.
• Manages projects as assigned by the Director - Service Operations and EV Strategy relating to warranty extensions, system upgrades, process improvements, and other claims-related initiatives per business needs. Collaborates with other managers within functional area on system issues, improvements, and upgrades.
• Analyzes and reports on claims data using statistical techniques; implements and maintains databases; identifies, analyzes, and interprets trends from the data; and maintains claims monthly reports including dashboards and other data. Develops and maintains key performance indicators (KPIs) for areas.
• Addresses questions relating to claims functions from the field staff, Customer Advocacy Department (CAD), Parts, Field Quality Assurance (FQA), and other Subaru of America (SOA) groups along with North American Subaru, Inc. (NASI) and Subaru Corporation (SBR).

ADDITIONAL RESPONSIBILITIES

• Supports development of materials for retailer field web-based and instructor-led training. Facilitates training as an instructor depending on business need.
• Handles contact and follow-ups with field personal as it relates to Labor/Parts Analysis, Terminated and Buy-Sell Retailers, and resolution of late claim requests.
• Manages the claims process for countries under a reciprocal claims agreement, including confirming coverage, updating the claims system to allow processing and payment of claims, and resolving any issues that arise.
• Maintains a strong understanding of all operational areas that report in to this job and is able to act as backup to coverage for Vendor Recovery, Added Security, and Warranty Analyst for extended absences.
• Attends/presents at Aftersales Business Conference (ABC), National Business Conference (NBC), National Training Conference (NTC), and other field business meetings as needed through the year.

QUALIFICATIONS

• At least 6-8 years of experience required
• Strong leadership capabilities and experience managing a multi-functional team.
• Strong written and verbal skills.
• Extensive background in claim processing and/or claims operations.
• Strong training and facilitation experience in classroom or online setting.
• Strong data analytics, data management, and Excel experience.
• Ability to function in fast-paced, high-volume work environment.
• Strong working knowledge of all system applications related to claims processing, including the claims system, Subarunet, Retail Parts Management (RPM), the Labor Time Guide (LTG), and the Electronic Parts Catalog (EPC) Preferred
• Retail warranty and/or service experience Preferred

EDUCATION & EXPERIENCE REQUIREMENTS: Bachelor's Degree required Or H.S. Diploma and equivalent experience in lieu of degree required. 

WORK ENVIRONMENT

• Office Location: Camden, NJ apart of the Greater Philadelphia