Position Overview BCAA is proud to be named one of the 50 Best Employers in Canada 2018! Located in the Car Share Capital of North America, Evo Car Share is looking for a Manager of Claims and Administration.
This person will bring a passion for car share and mobility to help promote car share with a focus on member experience and convenience.
As part of the Evo leadership team this position will help drive mobility strategy and implement various initiatives.
This person will be responsible for leading and managing both the Claims and Operations Coordinator teams tasked with delivering on financial, productivity, Member experience, risk management and engagement goals.
The incumbent will oversee the daily operations of the Evo Gastown retail location as well as the claims and administrative team at Home Office.
The Claims Team is responsible for handling all Member accidents or unreported damages including Member interaction and fee recoveries.
The Admin team handles a number of critical operational functions including membership fulfillment, parking ticket and tow administration, record keeping, outstanding balance recovery and assisting with the auditing of a third-party fleet services.
This position reports to the Senior Business Operations Manager and oversees and plans the day to day activities of both teams.
Travel will be required between Home Office and the Evo Gastown Retail Location.
Hours : 35 hours Per Week
Status : Regular Full Time
Regular Full Time
Key Responsibilities Include
Operational Excellence - 50%
Oversees the day to day operations of the Operations Coordinator Team and Claims Team ensuring timely completion of all tasks, escalates any delays or issues to Senior Manager
Oversees the day-to-day operations of the Evo retail location in Vancouver and ensures that team members are sufficiently supported
Creates a work schedule rotation in advance for all team members in task and location assignment
Ensures that payroll is updated regularly and approved in accordance with payroll schedules
Implements change management practices during system upgrades when required
Implements feedback from other teams and share feedback from team with other teams
Implements methods to streamline or automate workload to improve productivity
Monitors the financial recovery of fees charged to Evo that are passed on to customers and explains variances from expectation and provide recommendations on procedural changes to improve financial performance as required
Works alongside Manager(s) of Member Experience in improving procedures and processes in place to increase profitability and enhance customer satisfaction
Follows up with insurance provider to escalate any concerns as required
Oversees the handling of Parking Tickets / Tows / Tolls / Over mileage by investigation of member responsibility, processing notifications and posting of infractions and fees
Monitor the fulfillment process and respond to escalated issues related to this function
Oversees the collection accounts receivable balances arising due to declined member credit cards, and provide recommendations where necessary to minimize exposure of bad debts
Oversees the coordination of incoming and outgoing mail, shipping and receiving including following internal purchase order process, and ensure the completion of other administrative tasks as required
Coordinates special projects as assigned by the Senior Operations Manager to support daily operations
Works with the Evo Leadership team to identify key strategic initiatives and leads or assists with the implementation
As part of the Evo leadership team participates in helping develop Car Share or mobility strategy within the organization
People Leadership and Engagement - 30%
Leads and develops team members through coaching, career development and succession planning. For example,
Builds a talented team through consistent performance management and disciplined coaching
Effectively communicates the alignment of corporate, team and individual goals
Sets clear expectations and holds team members accountable
Consistently recognizing team members
Supports personal development plans and succession planning
In collaboration with the Evo management team, creates an engaging and positive working environment through recognition, motivation, trust and integrity
Member Experience - 20%
Manages internal and external partners to execute on the car sharing member experience vision
Meets Member experience standards for Member satisfaction, Member conversations, and other key customer service and operations metrics
Manages Member escalations
Communicates Member experience standards through planning and team member conversations (team meetings, huddles, coaching practices) etc.
Identifies big picture trends / issues and recommend solutions to improve the Evo Car Share member experience
Completion of post-secondary diploma or degree in business, communications or marketing or equivalent related work experience
Minimum 5 years working in customer service environment with a minimum of 3 years in a supervisory or management level position in a customer service environment
Minimum 1-year experience working in vehicle claims adjudication
Working knowledge of business management principles and practices
Qualitative Skills :
Demonstrated performance coaching, leadership and business building skills
Demonstrated experience with recruitment, selection and succession planning
Proven ability to resolve customer escalations
Proven ability to manage employee performance
Demonstrated change management experience
Demonstrated ability to work in a highly technical environment
Proven collaboration, organizational, time management and multi-tasking skills
Excellent verbal and written communication skills
Proven attention to detail, analytical, problem solving and conflict resolution skills
Proficient use of MS Office Suite
Background Check : Must successfully pass a background check, which may include a criminal, credit, and credential check.
Division CBU Job Status Regular Full Time (RFT)