Service Manager Kia South Africa (Pty) Ltd - IMFRG Sandton

Job Description:* To manage and monitor the implementation of warranty claims, operations and processes by approved network, conforming to Manufacturer policies, procedures and standards

Specific Role Responsibilities* Accurately and timeously manage and authorise claims to prevent financial losses to the company and network

• Analyse recurring claims in order to proactively prevent loss to the organization
• Contribute to the development of the appropriate strategy and set targets within area of accountability
• Control cost per unit (CPU)
• Define standard operating procedures (SOPs)
• Ensure finalization of claims for submission of warranty to importer within stated time period
• Implement and manage end-to-end processes
• Manage all operational risk and risk mitigation initiatives
• Manage and control campaign claims as per stipulated requirements
• Manage first approval rates of denied and/or rejected claims by manufacturer
• Monitor and report on progress against operational plans and adjust where required
• Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities
• Resolve problems by applying the necessary discretion and guidelines as per standards
• Manage and control various revenues within department, related to defective parts return and rental policy

Key Areas of Responsibility**:**

• Adhere to organisational and manufacturer policies and procedures
• Allocate Goodwill budget across network and effectively control budget, ensuring full spend
• Manage financial activities in line with approved policies and procedures
• Manage, monitor and report on budget variances and provide solutions
• Manage and mitigate financial loss due to denied and/or returned claims by manufacturer, adding financial risk to organization
• Manage financial risk on rental and demo courtesy programme and ensuring minimal risk to network
• Allocate and manage Motrex labour claims, ensuring accuracy of refunds
• Advise on and provide support to ensure the effective resolution of network queries in order to ensure resolution of claims
• Assist and build a strong appreciation of network needs and ensure team understanding and adherence to policy principles; aligning where necessary
• Assist network to create a culture which aims to meet or exceed expectations in the business
• Continuously monitor actual process turnaround times and quality standards
• Plan, manage and monitor processes, enabling efficiency

Key Skills and Attributes required:

• Demonstrates a basic knowledge and understanding of costs and expenses in respect of own work environment.
• Understands where one's own contribution and that of one's own team fits into the value proposition and the objectives of the business.

Qualifications and experience required

• 3 - 5 years' experience in a similar environment Management role
• An understanding of warranty within motor industry
• An understanding of Importer logistics and environment