LGM Financial Services Inc. Manager, Dealership Service Performance Full Time in Saint-Laurent, QC

LGM Financial Services Inc.

Branch Saint-Laurent QC CA

Manager, Dealership Service Performance
Saint-Laurent, QC

As Canada’s best automotive partner, we will revolutionize the consumer ownership experience. 5+ years of automotive industry experience and understanding…

LGM Financial Services Inc. (“LGM”) is ranked as one of Canada’s Best Employers in addition to one of the Best Workplaces in Canada and listed with PROFIT 500 as one of the fastest growing companies! As Canada’s best automotive partner, we will revolutionize the consumer ownership experience.

The Organization:
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to over 1,200 Canadian franchised new car dealerships. Dealer partnerships are complimented with the strong backing and support of their automotive manufacturing brands, which include Volkswagen, Audi, BMW/MINI, Kia, Mazda, Hyundai and Mitsubishi Motors. LGM develops solutions that are win-win for all stakeholders including consumers, dealers, OEMs/manufacturers and underwriters.

The Work:
The Manager of Dealership Service Performance will lead on improving dealerships’ fixed operations teams’ understanding of LGM products and claim processes. In addition, the role is responsible for influencing dealerships’ service department conduct, which impacts loss costs and claim efficiency, to achieve LGM goals.

Key Responsibilities:
Dealer Loss Management and Conduct

Prioritize and schedule dealership visits, meeting with respective dealers to communicate their performance and develop required improvement strategies.

Develop and maintain a dealer service scorecard and communicate findings to stakeholders to influence process and policy improvements, with a goal to mitigate claims losses.

Ensure dealership claims are submitted and managed in a manner to comply with organizational standards, contractual obligations and relevant regulations.

Develop and implement dealership fixed operations improvement initiatives consistent with LGM internal strategic plans to help improve the overall dealer and consumer experience.

Ensure dealers’ service departments receive training on the best practices for claims submission and service tools made available by LGM.

Service Delivery

Investigate and make sense of differing – and sometimes conflicting – perspectives on a complaint and assist the parties in reaching a fair and reasonable resolution.

Recommend improvements to operations or products and services to eliminate or reduce irritants.

Respond to customer complaints and sensitive matters relating to LGM’s Service Team using a defined escalation process.

Bring closure to complaints and communicating accordingly to all relative parties.

Maintain a complaints log and report with full disclosure.

What we are looking for:
Subject matter expertise with a clear understanding of the warranty claims process combined with the ability to balance internal claims ratio targets with client satisfaction

Strong communication skills with the ability to communicate warranty business successes and challenges to dealers in a manner to gain their support to improve business.

Credibility and professionalism with clients.

Proven ability to support internal teams and help resolve issues when required.

Ability to complete tasks under strict deadlines.

Proven claims ratio management skills

Must be bilingual (Written and Oral) in French and English

Must be willing to travel approximately 50% of the time.

Post-secondary degree in Business or related discipline, or the equivalent in experience.

Successfully completed professional insurance designation e.g. CIP.

5+ years of automotive industry experience and understanding (management, sales and technical levels).

5+ years of claims and warranty business experience, including claims adjusting, management and senior leadership roles

Opportunity at LGM:
We invest heavily in our people and as an organization we are committed to providing our employees opportunities for “stretch” assignments, career path planning and professional development. LGM is guided by its core values which define how you can expect everyone in the company to conduct themselves. Its commitment to these core values helps ensure the employee, the company, and clients are successful.

Integrity – Our actions and commitments demonstrate responsibility and accountability.

Respect – We value your time, diversity, candor and perspective.

Continuous Learning – Education and experiences are springboards for new possibilities.

Service Excellence – We are passionate about exceptional service experiences.

Giving Back – We care about our communities for the betterment of our world.

The Rewards:
We offer a highly competitive compensation package including: comprehensive health benefits plan, Group RRSP, performance bonus, education sponsorship, and four paid days when “giving back” to the community. We also offer a vehicle rebate program.

The People:
Engaged, creative and highly skilled employees are hallmarks to our success. Awarded Aon Best Employer (Platinum Level) and for eight consecutive years, Canada’s Best Workplaces by the Great Place to Work® Institute. Our employees make this possible with their unwavering commitment to nurturing a culture of innovation and collaboration.

You can learn more about LGM by visiting our website at lgm.ca.

To apply: Please apply online to lgm.ca/employment

At LGM, our service and innovation builds trust and loyalty.

Come join us!

Required Skills

Required Experience

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Montreal, QC, CA
Posted on: 2016-12-06
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