Job Purpose:
Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities:
Operations Management:
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
Customer Service:
- Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centres, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External):
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement:
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building:
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Behavioural Competencies:
- Decision Quality - Makes good and timely decisions that keep the organisation moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others'' involvement.
- Communicates Effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
- Interpersonal Savvy - Relates openly and comfortably with diverse groups of people. For example, grasps others'' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
- Ensures Accountability - Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
- Manages Conflict - Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.
- Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
- Instills Trust - Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.
- Action Oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently, but knows when to ask for help.
- Being Resilient - Rebounds from setbacks and adversity when facing difficult situations. For example, skilfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.
- Plans and Aligns - Plans and prioritises work to meet commitments aligned with organizational goals. For example, gains a clear understanding of the main tasks needed to complete work in the right sequence. Identifies the support and resources needed to carry out plans; delivers on time at an acceptable quality level.
- Situational Adaptability - Adapts approach and demeanour in real time to match the shifting demands of different situations. For example, swiftly and easily adapts approach to a wide array of different or changing situations. Is inquisitive about evolving situations; identifies how to adapt early.
Skills:
Compliance:
- Provide technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
Data Collection and analysis:
- Provide technical guidance when required on analysing data trends for use in reports to help guide decision making.
- Quality of photography., Accurate assessment data collection.
Assessment:
- Provide technical guidance when required on analysing data from multiple sources to draw appropriate conclusions and make suitable recommendations.
- Estimation knowledge
Policy and Regulation:
- Provide technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.
Costing and Budgeting:
- Provides technical guidance when required on costing, budgeting and finance tasks.
Computer Skills:
- Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
- Abuntex / Audatex., AS400., Excel., Microsoft Outlook.
Numerical Skills:
- Uses an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required.
Verbal Communication:
- Use clear and effective verbal communications skills and provide technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
Written Communication:
- Apply elementary concepts of knowledge / skill to develop activities assigned under supervision
Education:
- Grade 12 / SAQA Accredited Equivalent (Essential);
- VDQ (Vehicle Damage Quantifier) Qualification (Essential);
- Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience:
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short-term insurer
- Estimating in a panel beating environment
