Owning the overall dashboard for the claims & Penalties teams
Coordinate the workload based on the incoming claims & Penalties and set main success criteria.
Asses the team performance through following up on individual KPIs and set Team objeactives
Act as SPOC (single point of contact) for team regarding productivity projects and BU needs & Follow ups
Manage Returns
Followup on notifications about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.) and followup on alignments on issue resolution with the customers
Followup on approvals for delivery note from Sales team and Inform the delivery driver for pick up of goods
Manage Refusals
Followup on order refused after reaching customer premise
Validate the customer credit claim in system and validate the claims team work by validating the documents and steps.
Handle Penalties
Follow up on Penalties team performance & Deliverables
Setup & continuous improvement of tool for tracking penalties (including analytics for penalties)
Budget monitoring & Reporting and consolidate respective end-of-month findings
Process Management
Design and Maintain processes and SOP
Ensure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approval
Define a framework for updating the SOPs and manage change request for updating SOPs
Qualifications
Proficiency in English and French (written and spoken C1)
Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management
Atleast 5 years of experience managing complex administrative team reviewing the eligibility of legal requirements for documents and the compliance of the claims.
Working Knowledge of MRP required (pref. SAP)
Working Knowledge of Power Apps/BI or similar reporting dashboard software preferable
