Manager of GAP Claims and Customer Service job

JM&A Group is one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For nearly 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Group's competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice. As a Manager of GAP Claims and Customer Service , we want an individual who can motivate and encourage participation to achieve company objectives with respect to the GAP claims process, customer service delivery, productivity, and expense / loss management. The manager will review and analyze the results of GAP Claims and Customer Services programs and key performance indicators to identify opportunities to bring positive change, engaging with their teams and staying in alignment with key business and operational initiatives. Job Responsibilities: Utilize claim data to make informed decisions pertaining to process and staffing needs. Interpret data to identify trends and need for adjustments and recommend solutions to improve performance and customer experience. Continuously evaluate metrics, standards, facilitate ongoing daily innovation and quality improvement through feedback on opportunities for process improvements. Provide department leadership and development opportunities for associates. Ensure feedback, coaching and development is provided to associates on an ongoing and regular basis. Manage a team of supervisors across two centers. Ensure consistent execution of processes and provide ongoing coaching and development. Liaison with internal departments including customer services, product development, legal, actuary, etc. This includes consulting on product reviews for GAP and theft products. Maintain relationships with GAP department vendors and reconcile invoices in a timely manner. Provide leadership as it relates to operational impacts of JM&A's Customer Service teams evolution with technology and how we will support the way dealers/customers want to communicate with JM&A in the future. Oversee the GAP claims system including ensuring monthly system releases are tested. Provide leadership (experience and expertise) in the department for claim escalations as well as ensuring policies and procedures are being followed. Point of contact for audits including 2-3 annually. Ensure controls are in place and being followed to mitigate risk. Requirements: Strong verbal, written and interpersonal skills with the ability to interact with and present to stakeholders at all levels of the organization and with outside partners Demonstrated leadership experience Insurance claims and litigation experience Risk Management experience, including policy and contract review Proven experience as a leader of multi level groups in multiple locations Proven ability to multitask and manage multiple projects while driving results Experience in leading through change management using proven processes Ability to work collaboratively across levels within the organization with a proven track record of influencing all levels of internal/external customers Demonstrated analytical and project management skills Proficient in the Microsoft Suite of products Ability to travel to alternate site 2-3 days per month 5 years claims management experience Bachelor's degree