Supervise, monitor, instruct and evaluate the performance of staff and independent appraisers. Provide claims/appraisal direction and assistance to staff and independents. Monitor compliance with procedures and department expectations in the writing of appraisals. Advise Independent Vendors workflow process including their ability to maintain adequate facilities, workforce and communication capabilities. Ensure customer service standards are being met within the unit. Hire, train and develop staff; playing an active role in career path development. Monitor, add and remove shops as needed under the Preferred Auto Body Shop Program. Outline contracts with shops and explain the importance of following the guidelines. May have the need to travel to catastrophe area to service customers throughout the country. Work to resolve customer concerns with quality issues on work completed by preferred shops. Establish and monitor the use of the WBAS and Portal with repair shops including training for shop personnel. Duties may also include work on special programs including, but not limited to the Early Tow Program and Catastrophe Duty. Travel and field work may occur during both business and non-business hours, including weekdays and weekends.
Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
Experience: 7 - 9 years or Associates Degree equivalent plus 9 - 11 years.
Knowledge: Complete understanding and knowledge of industry, practices, standards, and concepts within field of work and broad business segment. Solid knowledge of management practices.
Decision Making: Typically makes decisions that impact short-term results. Interprets and executes policies and guidelines set by higher level management. Determines how to meet schedules, allocating resources. Typically makes operational decisions independently. Recommends modifications to operating policies. Problems are generally diverse and may impact multiple units.
Supervision Received: Assignments are received in objective-oriented terms, and combine both strategic and tactical responsibilities. Work is reviewed for unit's overall adequacy in meeting organizational objectives.
Leadership: First level manager who typically manages exempt employees and or subordinate supervisors of non-exempt employees. Direct reports typically exercise significant latitude and independence in their assignments. Provides direction to subordinates based on general policies and management guidance. Develops and administers budgets, schedules, and performance requirements.
Problem Solving/Operations/Direct Work Involvement: Advises work unit regarding tasks, projects, and operations. Generally becomes involved in day-to-day operations only when required to resolve complex problems or meet deadlines.
Client Contacts: Frequent contacts with internal and external parties at various management levels concerning operations or scheduling project phases. Communication typically involves persuasion, and negotiation with middle management levels. May interface with senior management.
Additional Knowledge Skills and Abilities: Excellent written and verbal communications, as well as good organizational and time management skills. Ability to develop staff and assure that departmental and organizational goals are achieved. Good mentoring skills. Valid driver’s license and valid Massachusetts Auto Damage Appraiser’s License. Additional appraiser licenses in the applicable New England States preferred. A.S.E. or I.CAR certification and insurance course work strongly preferred. This position also requires leadership ability, excellent customer service and interpersonal skills, computer knowledge and the overall ability to use tact and discretion to achieve and exceed unit and departmental goals. Strong ability is needed to make sound business decisions relative to daily workload priorities and adjustments based upon claim and staffing fluctuations, as well as, decisions regarding hiring, promotion, discipline, and when necessary, termination of employees. Also important is the ability to identify, recommend, and implement improved methods, procedures, and workflow along with the ability to be innovative and adaptable and insure the unit remains adaptable in a fast paced, multi-task environment. Also key is maintaining positive employee and customer service relations and creating an open caring work environment conducive to getting the job done efficiently, developing the skills of adjusters and assisting in career path planning.Availability to represent the company in legal proceedings and industry conferences. Review Drive-in appraisal facilities and suggest additional locations when appropriate. Facilitate adherence to the Preferred Shop Contract.
When it comes to auto insurance, MAPFRE U.S.A. is all over the map, yet still localized. Formerly known as The Commerce Group, the...