OPPORTUNITY PROFILE. Executive Vice President, Claims & Customer Experience

Transcription

1 OPPORTUNITY PROFILE Executive Vice President, Claims & Customer Experience

2 THE ORGANIZATION LGM FINANCIAL SERVICES LGM Financial Services Inc. ( LGM ) is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. LGM brings innovation, quality, service and profitability to its dealer partners through a full suite of products and services distributed in a cutting-edge, ethical and transparent manner. LGM is a known to be the leader in service, a partner in profitability, a best place to work in Canada, and an innovator that aspires to create a positive impact on people, communities and the environment. LGM s products and services include: extended warranty, credit insurance, wear protection, vehicle loss/loyalty programs, sales training, lending solutions and information management services. Its programs are branded by leading Canadian automakers. Since 1998, LGM has been successfully supplying quality products backed by leading training and now supports 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 Canada, Audi Canada, BMW Canada, MINI Canada, Kia Canada, and Mazda Canada. LGM develops solutions that are win-win for all stakeholders including consumers, dealers, OEMs/manufacturers and underwriters. Claims processes are structured to be fair and fast, a refreshing approach for consumers and dealer service departments. LGM has also created a state-of-the-art Dealer Resource Centre (DRC), its primary delivery channel to streamline sales and remittance processes. LGM s Strategic Plan includes goals around creating a great workplace, delivering service excellence, profitable growth and social responsibility. LGM s success is validated through external rankings that include the Top 50 by the Great Place To Work Institute, Canada s Fastest-Growing Companies (PROFIT 500), and certification under the prestigious Service Capability and Performance (SCP) Standards. LGM is guided by core values which define how you can expect everyone in the company to conduct themselves. Its commitment to these core values helps ensure 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 Working at LGM can also be characterized by the following employee value proposition beliefs: Teamwork through strategic work group application We are revolutionizing the consumer ownership experience We are developing future leaders through continuous learning Employee engagement is central to our high performing workforce People, process and technology are pivotal to creating innovative solutions We encourage candor and openness, to drive ideas and perspectives Courageous conversations, shared experiences with individual accountability works every time To learn more, visit: LGM Page 1

3 THE OPPORTUNITY EXECUTIVE VICE PRESIDENT, CUSTOMER EXPERIENCE This is a preeminent opportunity for an exceptional operational leader to leave their mark on a rapid growth company that is a leader in Canada s automotive sector. This pivotal role will lead the core service delivery of Canada s most innovative and service orientated automotive financial services company. LGM is a recognized industry leader in fair claims practices, delivering WOW customer experiences for our dealers, while also managing an enviable underwriting loss ratio. The successful candidate will be instrumental in enabling LGM to revolutionize the consumer automotive ownership experience through service and innovations that drive loyalty to our Manufacturer (OEM) and Dealer Partners. Reporting to the President, Corporate Services, the (EVPCE) is responsible for the strategic direction and operations of the Claims and Dealer Services Call Centre as well as in-field Dealer Performance Management. Responsibilities include the establishment of best practices in claims and services management, the establishment/maintenance of claims/service policies and procedures, and ensuring alignment with regulatory standards. The EVPCE will develop and implement LGM s Service Excellence strategy with exceptional quality and effectiveness. He/she will also provide leadership and direction to a cross-functional working group focused on driving Service Excellence throughout the organization. As a member of LGM s Senior Leadership (Executive) Team, this position will champion LGM s core values as well as supporting LGM s commitment to social responsibility. Key Responsibilities Specifically, the EVPCE will be responsible as follows: Service Management Achieve the Service/Claims Centre vision for a World Class operation, exceeding specific targets related to Customer Experience, Employee Engagement, Profitable Growth, and Social Responsibility; Establish and maintain a strategic direction and focus for the Service/Claims Centre to achieve its longterm vision, and evolving as a critical business unit in achieving a well-coordinated multi-channel customer experience for LGM, its OEM partners, dealers, and customers; Spearhead critically important integrations of information systems to ensure that LGM has the most user friendly service and claims management systems in the industry. Build, lead and develop a highly effective management team to ensure that all team members meet their individual and business unit goals while contributing to the overall success of LGM; and Represent the voice of the customer and front line Service/Claims teams at meetings, on committees, and on task forces, both internally and externally. Lead the development and execution of the Service Excellence (organization wide) Strategy. Oversee the Office of Ombudsman role for resolving service escalations in a fair and equitable manner. LGM Page 2

4 Policy Development Oversee the creation and maintenance of LGM s policies, forms and procedures for claims and service division as well as risk/loss management of the product portfolios; accountable for claims and service policy and procedure development, effecting continuous improvement of such internal policies, practices and regulatory requirements in a manner which strikes a balance of ensuring the highest level of customer service is delivered, while also effectively managing risk; track external and internal trends with the ability to develop and implement new processes and policies when necessary; Liaise with various networks/organizations/vendors for specific projects and/or industry best practices related to the operations and improvement of the claims and service areas; and Ensure the training, adoption, and compliance with claims/service policies, procedures and best practices, to ensure understanding and adoption of claims management best practices by the adjusters, with a goal of improving adjuster performance overall to support lower loss results. Dealer Performance Management (Claims Loss Ratio and Dealer Conduct) THE PERSON Develop, recommend, and implement long and short range goals and objectives for the Dealer Performance Management program that are consistent with organizational objectives; Identify and address areas of concern at dealerships that impact the claims payment ratios of the overall warranty programs; and Ensure compliance with all organizational standards, contractual obligations and regulations. Required Experience and Credentials The ideal EVPCE candidate will possess the following qualifications and experience: Strong strategic and change management skills; develops strategic and operational plans to further the growth and success of the organization; ensures effective execution and change management balancing performance across a balanced scorecard of profitable growth, service excellence, employee experience, and corporate responsibility; Excellent claims and service management experience, managing a balance between maintaining a sustainable claims payment ratio and consistently providing an exceptional customer experience; Proven claims ratio management skills, through seeking out and establishing best practices in claims risk management and creating exceptional service experiences for policyholders and customers; Post-secondary degree in Business or related discipline, or the equivalent in experience; Successfully completed professional insurance designation e.g. CIP; and 10+ years of claims and automotive warranty business experience, including claims adjusting, management and senior leadership roles. LGM Page 3

5 Competencies and Personal Characteristics Self-Management Leads the organization in emotional control, agility and influence through expressing a wide spectrum of emotions to suit the environment they are within, in order to build commitment and buy in to new ideas and concepts, and to generate motivation for action. Results Focused Is competitive and takes risks in growing the organization's profitability, finds creative ways to measure and monitor intangible outcomes that achieve overarching strategic goals, and proactively shapes the customer value proposition based upon deep awareness of customer desires. Effective Communicator - Architects effective communications processes and tools throughout the organization to drive a culture of free flowing, timely and accurate information and communication. Empowers and Coaches Others Fosters an organizational culture of empowerment. Identifies highpotential leaders and creates new opportunities for them to develop. Collaboration and Influence - Fosters a high performing culture where leaders work well together towards a common vision, while positively and respectfully challenging each other to do their best work. Builds Teams Architects the right teams and structure in the organization, utilizing cross-organizational teams where collaboration is needed, and balances team work and individual accountability to most effectively achieve organizational goals. Innovation and Change Leadership - Commits to new approaches ahead of emerging opportunities by tapping industry and market developments. Creates formalized organizational processes to successfully create, implement and manage change. Strategic Orientation - Anticipates and plans for future events, trends, problems and opportunities including market and competitive realities, obtaining deep analysis of competitive, supplier, customer and compliance landscapes where required. COMPENSATION A competitive compensation package will be provided including an attractive salary and excellent benefits. Further details will be discussed further in a personal interview. FOR INFORMATION PLEASE CONTACT Jen Curdie or Tony Kirschner Davies Park Vancouver # Granville Street Vancouver, BC V7Y 1G5 Phone: (604) Fax: (604) executive@daviespark.com Additional information can be found at: LGM Page 4