Job Summary :|
Works directly with leadership in developing Warranty Operations strategies, procedures and policies that will drive growth in our Warranty business. Plans and implements Warranty Operations functions and coordinates processes with all functions in support of the Warranty business, including Remittance, Claims and TQC. Develop and maintain procedures and guidelines that will effectively and efficiently accomplish business unit objectives. Work directly with the VP, Product Manager Warranty. Review, direct, monitor, mentor and take action on issues as they relate to skills, knowledge, training, and development of associates, guiding them through career and company goals. Maintain company guidelines and quality control standards for administration. Provides management, strategy and oversight to the Warranty Operations. Ensures directs that manage coordinates job analysis, selection, training and development of staff. Interacts with Compliance on new regulations. Directs and manages new client implementations through various support areas.
Minimum Qualifications :
Degree in Business Administration or closely-related fields from accredited college or university and/or related job experience.
Seven (7) to ten (10) years professional experience in management, supervision and product.
Requires in depth Warranty Operations Management experience. Appliance, furniture and other Warranty Claims experience preferred. ( Non-Automotive )
Articulate with excellent verbal and written communication skills
Ability to think creatively, highly-driven and self-motivated
Overall Management of Warranty Operations to include Remittance, Claims and TQC.
Primary Job Functions
Build Warranty dashboard to include key metrics that measure our performance. Plan, recommend and promote policies and programs that will support the company objectives. Direct the activities of Warranty Operations by managing, overseeing, supervising, analyzing and coordinating associates and functions to meet operational service level standards. Manage communication and coordination of service between units, associates, insureds, agents, policyholders, management and departments. Evaluate and monitor work flow by communicating effectively with managers, supervisors and associates of all levels in order to analyze needs and identify problem areas. Evaluate direct reports and complete and/or approve performance reviews with recommendation for increase in salary or disciplinary action. Monitor and develop associates to their highest potential. Evaluate and assist in the development and enhancements to new and/or existing programs or applications to include research, analysis, documentation and communication with system data or data entry. Prioritize work load and coordinate projects to meet time demands. Evaluate development of procedures and guidelines. Maintain an understanding of related state and federal laws, regulatory compliance, underwriting guidelines and operational production standards. Improve efficiencies; suggest change in procedures and report trends and problems. Interview and evaluate applicants for employment and maintain a working knowledge of HR rules and regulations as they relate. The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Periodic Job Functions
- All other duties as assigned.
- Take charge and make independent decisions on work-related issues.
- Member of project teams and work on projects.
- Work with programmers to develop processes and programs.
- Communicate with customers, agents, accounts, co-workers, programmers and executives.
- Effectively maintain compliance with state and federal rules and regulations.
- Serve as disaster recovery team captain for Warranty Operations.