Protection Services Operations Lead

Volkswagen Financial Services, a wholly-owned subsidiary of Volkswagen Group, is the trusted key to mobility for its brand partners. We are committed to supporting the Audi, Ducati, and Volkswagen brands and their Dealers, specializing in providing accessible mobility solutions for its Customers. The company’s offerings include Retail Leasing, Retail Financing, Commercial Financing for new and used vehicles, and End-of-Term vehicle disposition.

Brief Role Description

 

This position is Career Level 20P, located in Reston, VA, with a Role Classification of Hybrid.

Role Summary

 

The Protection Services Operations Lead owns and manages the development, maintenance and improvement of all business processes pertaining to the VWFS PS product portfolio, from contract sale to customer transactions, claims, insurance and dealer reinsurance. This includes a strong focus on maintaining an efficient transactional environment as well as ensuring Company’s compliance, adherence to operational guidelines and vendor oversight and management.

 

This role especially holds responsibility for claims oversight, ensuring conformity with product coverage in the complex environment of dealer-initiated customer claims and other related OEM warranty coverages, including consideration of applicable federal or state regulatory requirements.

Responsibilities within this Role

 

Claims Operations Ownership – 40% of time spent

 

Develop and maintain claims operations guidelines in compliance with applicable regulation, ensure alignment with OEM warranty coverages, and oversee ongoing implementation of these guidelines in the 15+ FTE claims operations team.

 

Conduct claims audits (data-based and vendor audits), identify emerging trends and provide recommendations to VWFS Protection Services Management, protecting customer benefits, adherence to contract terms, financial objectives and program efficiency.

 

The role will closely align with VWFS Protection Services Risk functions.

 

Vendor Operations Ownership – 25% of time

 

Oversee the implementation and ongoing quality of operational processes of business partners (Third-Party Administrator, Insurance Company, Lenders, Incentives and Reporting provider, and others). Oversee, manage and enforce Service Level Agreements with various vendors.

In cooperation with the Vendor Risk Management function, maintain a schedule of periodic vendor assessments, and conduct vendor audits including development of recommendation for issue resolution.

 

Dealer Reinsurance Ownership: – 15% of time

 

Ownership of the comprehensive end-to-end Dealer Reinsurance Program process, ensuring compliant and efficient business processes from entity suitability assessment, onboarding, and agreement execution (including tri-party Reinsurance Trust Agreements) to program operations including cession statements, production and loss development monitoring, collateral management, and change management related to the scope of ceded production.

 

Business Process Mgmt – 15% of time

 

Maintain and continuously improve a catalogue of documented business processes, policies and procedures related to the operation of VWFS PS product suite. This role specifically owns responsibility for lender-based process integration, such as maintaining compliant lender-initiated customer refund processes.

 

Business Continuity Lead – 5% of time

 

Act as the departmental Business Continuity Lead in collaboration with the Risk department.

 

Skills:

 

• Project leadership / management
• Ability to communicate horizontally and vertically
• Ability to operate and coordinate across multiple business functions
• Negotiation, horizontal and vertical
• Vendor collaboration and direction
• Presentation
• Strong self-starter mindset

 

Required Skills:

 

• Automotive ancillary product knowledge
• Financial Product Management experience
• Market research knowledge
• Understanding of Service Contract / Insurance business processes, ability to document processes
• Financial Services P&L understanding

 

Desired Skills:

 

• Service Contract and GAP waiver experience, P&C experience / license
• Project Management certification / PMP
• Process Management / Collaboration Software experience (Visio, Confluence or similar)
• Experience in vendor management / collaboration