New Jobs at Innovation Group South Africa

Description    

• To conduct service, maintenance plan and warranty audits on behalf of our clients with emphasis on the warranty policy and procedure. The position requires extensive travelling throughout South Africa, including Botswana and Namibia. Own Transport is pre-requisite, majority of the time transport is provided.

N.B. : There is a lot of travelling requirement for this role

Minimum Requirement

• A Post Matric Certificate or Equivalent NQF Level 6 Qualification.
• Qualification in Mechanical Engineering N6
• Risk Management NQF 5 or 6 (advantage)
• ISO standards (advantage)
• RE5 and RE1 advantageous
• National Diploma in Mechanical Engineering N6
• National Diploma or higher in Risk Management
• A minimum of 5 years work-related experience with workshop experience.
• At least 2 years' experience in workshop claims processes
• At least 2 years' experience in Estimation knowledge
• At least 2 years in a risk assessment environment (advantageous)
• Working experience as a Motor Mechanic/Auto repair technician.
• Service advisor experience
• Claims Experience (Motor mechanical claims) Warranty
• Claims call centre experience

Key Responsibilities  

 Finance

• Conduct dealer audits at repairing dealers, focusing on service, maintenance and warranty claims as per client’s expectation. Extensive travelling to various provinces 4 nights a week.
• Perform audits as arranged by Audit Manager and agreed with client.
• Ensure timeous conclusion of audits & audit reporting

Customer

• Take the lead in planning and managing audit services that will ensure stakeholder satisfaction and contribute towards the growth strategy.
• Ensure that audit services are professional and meet the stakeholder needs and expectations.
• Perform respective audit tests and prepare adequate working papers/audit documentation and reporting.
• Ensure preparation of audit reports to effectively communicate the findings and recommendations made during the audits and support investigations. Submit such report to the reporting line for review.
• Provide advice and support to internal and external stakeholders like our European Subsidiaries, the distributors of our vehicles in Europe etc. on the creation or modification of policies, procedures, and processes

Risk & Governance

• Ensure that when conducting dealer audits; and that these audits are conducted with accuracy, following audit procedures and ISO standards.
• Identify trends in the processes of repairing dealers and report back to the client
• Make decisions and solve problems / disputes/ complaints.
• Coach repairing dealers in ways to improve the claims process.
• Mentor staff in the audit process.
• Develop a thorough understanding of business processes in scope of assigned audits and document the processes in flowcharts and/or process narratives.
• Develop a risk-based test plan by selecting an appropriate audit approach, test procedures and sampling criteria.
• Contribute to the safeguarding of corporate assets by ensuring that appropriate internal controls are in place and working effectively.
• Assist the Audit Manager in developing and executing our internal audit plan and identify and document (inherent) risks and controls within the business processes in order to further strengthen the effectiveness of risk management, control, and governance processes.

People

• Ensure self-adherence to company values
• Ensure self-adherence to all training & qualification requirements
• Ability to work well in an environment and react effectively in stressful situations.
• Must have strong leadership abilities.

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Description    

• To engage with claimant and /or service provider to request basic information needed in order to process claim - includes written correspondence and phone calls. Evaluate claims based on documentation received including responses from claimant and providers

Minimum Requirements :

• Motor Trade Qualification
• RE & FAIS
• Team Leader or 2IC experience
• Experience as a motor technician
• Claims experience
• Call centre experience

Key Responsibilities    

Finance

• Ask correct questions and gain necessary information to process the claim or advise the client accordingly.
• If required, refer to independent Assessor.
• Log a request on the system.
• Coordinate with the Workshop, Owner, Assessor and other stakeholders.
• Evidence to be provided to prove savings on claim cost (i.e. application of procurement initiatives, spend direction, accurate adjudication, salvage)
• Finalize and close off the claim when all information is available.
• Refer claims above R5,000 for authorization to the next line: Claims
• Authorise claims in accordance with policy parameters.
• Ensure 95% of claims are finalised on same day as registration Tyre & rim / 90% (Warranty)
• Customer
• Administer and authorise claims on the system as per Company Policy and Procedures.
• Ensure adherence to scheduling & service delivery within the call centre
• Communicate with Internal and External clients and Repairing Agents
• Understand and implement IG’s “Treating Customers Fairly” policy.
• Minimum of 95% scoring on quality audits, no rework or escalations / first call resolution
• Build relationship with internal stakeholders to promote customer delivery / centricity - 360 survey feedback.
• Operational Delivery: Conduct
• Adherence to all company policies, call centre house rules, working hours etc.
• Ensure self-adherence to all regulatory & legislative & audit requirements
• Ensure self-adherence to quality of service delivery & communication
• Adherence to processes, authorization limits, escalations (part of QA scoring - minimum 95%)
• People
• Adherence to company values.
• Equal contribution to department deliverables in terms of workload, responsibilities & adherence to availability (absenteeism / official tea/lunch breaks)
• Adherence to all training / qualification requirements