Motor Portfolio Manager

4 weeks ago

East London, United Kingdom Old Mutual Full time

Description

To effectively Manage allocated Auto Body Repairers allocated to the MPM, do quality assurance audits, and monitor the quality of repairs at suppliers to provide excellent service and contain the average cost per claim, whilst setting a culture of best practice. Ensure adherence to SLA by Field, Digital and External Motor Assessors as well as Auto Body Repairers. Responsible for complaint resolution following client and/or intermediary complaints.Manage the capacity on each ABR to keep car hire days low. Have monthly discussions with ABRs on the NCR results.

Execute on the full role of Motor Portfolio Manager to ensure contribution to the achievement of the business strategy and ease of doing business.

To continuously control quality of assessments, innovatively develop methods on managing claims spend and containing the increase on average cost of claims . Check compliance on motor best practices and assessing procedures by motor assessors. Execute motor supplier audits at ABR’s and compliance of Motor Auto Body contracts and SLA’s. Ensure data is quality controlled and to ensure that Audatex quotes are in line with agreed repairs to the damaged vehicle. Effectively communicate and give feedback to various stakeholders when and as required (Procurement/ Management). Identify problem areas within the motor claims service value chain and find suitable solutions. Analyse query and complaint trends and recommend solutions. To drive and maintain the team focus to ensure adherence to company strategy. To track training needs for Motor assessors and ABRs during work in progress inspections. Manage the ABR NCR score Monitor the repairers CSI score in conjunction with Procurement Report constant poor repairs from ABR to procurement department Mange additionals requested by the ABRs

Continuous improvement to ensure effective service

Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements. Ensure adherence to organisational policies, practices and procedures. Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards. Establish productive operational relationships with key stakeholders in the various channels and administrative teams. Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals. Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Manage quality people practices

Align own behaviour with the organisation culture and values. Share and transfer product, process and systems knowledge to colleagues and team members. Collaborate and work with the business to deliver required service levels. Actively share information with other team members regarding successes, issues, trends and ideas.

Skills

Education

Bachelor Commerce (Required), Matriculation Certificate (Matric) (Required)

Closing Date

29 May 2024

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