Vehicle Damage Claims Manager

Here at Avis Budget Group we're more than just rentals—although over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. We’re shaping the future of the mobility industry with our innovative, customer-focused solutions. Our globally recognized brands - Avis, Budget, Budget Truck and Zipcar - connect people to more. This means more convenience, more options and more time on the road for our customers. But we also connect our employees to more: opportunities, benefits, support, collaboration and most importantly—power to change the future. Sound your speed? Come join our family.

Who We Are:

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

Overview:

Reporting to Sr Manager or Director, this role will lead cross collaborative teams through the ABG vehicle damage claims process, salvage processing, post repair order creation processing and collections, focusing on quality and consistency improving collection rates region to region. The Vehicle Damage Claims Manager will be based in the ABG Corporate Office building in Virginia Beach, Virginia; however, travel and remote work will be required as needed.  The position will oversee areas of quality improvement across internal teams, as well as strategic suppliers and external partners.   This position will work closely with our strategic partners internally and externally driving efficiencies, optimizing performance, and constantly transforming the business.  The role will work across multiple organizations including operations, IT, legal, customer service, finance, data analytics, and will participate in the senior leadership team of the ABG Shared Services organization fostering a collaborative environment. 

What you’ll do:

• Define quality across all levels and organizations across ABG teams, both internal and external, that touch the vehicle damage process at any point. Creating a consistent and scalable understanding of expectations within all aspects of the damage process.
• Scores all aspects of the damage process consistently, sharing findings with all applicable teams and partners, driving improvements in process and customer experience with a “change” mindset.
• Identify key areas of opportunity, while determining root cause of collection failures across markets while working with operations teams to improve processes with quality in mind in order to drive outcomes.
• Present to and working with leaders of other verticals and implementing programs to drive change and improve results and creating ownership of the results by each vertical.
• Determine key metrics and measures to track trends in improvements and setbacks, while providing a clear communication path to executive leadership regarding trends and areas of action.
• Owns and builds a cross collaborative Post Mortem process across internal and external teams; reducing escalations and disputes, driving improved quality scores across all processes, and increased collections.
• Serves as “Change Management” expert for all aspects of operations, collecting feedback and asks across the country, tracking those inputs and solving for any roadblocks through process and tool improvements through working with internal teams like product and engineering on operations behalf.
• Develop and build a high performing organization with strong employee engagement including coaching and mentoring of indirect reports using data, individual and team/location performance metrics, and presenting teams with the tools needed to succeed.
• Drive innovation through partnerships with our IT and data analytics team to improve customer experience, improve collection rates and reduce expense targets
• Lead strategic initiatives including technology rollouts and other collections and cost optimization opportunities from a quality mindset
• Develop dashboards and reporting to share real-time visibility on quality programs, including KPIs and individual performance metrics

What Were Looking for:

• Bachelor’s degree in Business Administration, Finance, related field or relevant experience.
• Minimum of 2 years of managerial experience in a relevant role, demonstrating leadership and team-building skills.
• Proven experience in operations and managing strategic partnerships and vendor relationships.
• Strong understanding of subrogation processes claims management, and collections.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Exceptional communication and interpersonal skills to collaborate effectively across various teams and departments.
• Demonstrated ability to drive innovation and optimize performance in non-direct reports in a fast-paced environment.
• Proficient in using technology and data analytics tools to enhance operational efficiency.

Benefits:

We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&D, PTO, and 401K Savings Plan with company match of 6%.

The fine print:

Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled