Manager, Warranty Claims & Processes - BMW Of North America

Warr anty Claims & Processes Manager will be responsible for setting and steering the Warranty Claim process, validate and verify system rules to ensure manageable workload and proper claim payment. You will oversee the flow of warranty claims from the BMW Group Center Network submitted for payment as well monitor the volume of claims credited through the system vs. claims coming into manual review. The selected candidate will audit claim to ensure claims are properly evaluated for defects according to the BMW Group Standard and to ensure maximum cost savings, ensure proper claim handling in accordance with Federal, State, and Local laws.

Key Responsibilities:

• Research and resolve issues that are escalated from the Dealer Network.
• Ensure the throughput of the workload is in accordance with KPI's.
• Frequently evaluate and appraise the Team's performance. Coach, counsel, motivate and develop subordinates at every level. Identify and communicate opportunities and strengths.
• Oversee the activity of the claims administration, claims rules and compliance teams to ensure accuracy of analysis that leads to good warranty cost control.
• Define monthly, quarterly, and yearly KPI's for all claims and processes sections.
• Provide guidance to the Regions and the Dealers regarding proper claim coding, submission, and
  correction of warranty claims.
• Oversee the entire Warranty and claim payment process from Dealer submission to claim payment/refusal according to internal procedures and standards.
• Demonstrate agility in defining strategic claims processing during business changes to satisfy the needs of our Dealers, Customers, and AG.
• Manage the overhead and direct cost budgets.
• Prepare and present various reports and presentations to all levels of the organization.
• Tracking of efficiency and accuracy of claims handling from submission through payment/refusal.
• Monitoring and soliciting feedback from partners to identify needs, empower team to bring proposals to be agile in modifying our processes to satisfy the needs of our Dealers, Customers and AG.
• Focus on continuous improvement based on feedback from partners and customers.
• In support of BMW of North America's business objectives, this position requires regular attendance at a BMW office with remote work capability (hybrid). In-office days may be assigned by the line manager.

Claim Operations:

• Develop and implement work instructions to address current claim trends in cooperation with AQ-14.
• Ensure timely, accurate, uniform, and fair processing of dealers' claims/appeals. (3.2+million claims processed each year) and the correspondences to dealers/regions are in a clear and professional manner.
• Communicate to planning & analysis section with unclear policy & procedures for issues learned from dealer/center interactions.
• Maximize cost savings by using rules efficiencies and process trends.
• Guide claims operations lead to take necessary disciplinary actions for issues identified with claim specialists.
• Define monthly, quarterly, and yearly KPI's for Recall/Class Action Claim Specialists and Senior Claims Specialists.
• Collaborate with AJNA and C4-US-A-2 to forecast changing workload due to release of recalls and Class Action Settlements.
• Create and execute processes to measure the performance (quantity and quality) of Recall/Class Action Specialists and Senior Claims Specialists.

Claim Efficiency:

• Negotiate and define deliverables and KPIs with stakeholders when implementing Robotic Process Automation for full and partial automation.
• Plan and execute efficiencies to support warranty operational processes.
• Adapt, prepare, document, and promote standard operating procedures.
• Support change and technical implementations to adapt to Claim Process Automation.
• Create communications and facilitate interactions between stakeholders to deliver efficient claim payments.

Motorrad Policy/Planning

• Oversee Motorrad policy to ensure consistency with BMW/MINI policy.
• Align Motorrad Warranty with AG and establish and manage market specific policies and procedures, guidelines, and programs.
• Create and deliver training content on Motorrad Warranty policy, programs and processes to dealers and internal staff.
• Manage a dealer and field team support function to directly deal with Motorrad policy questions.
• Provide non-repair goodwill reports to Policy Planning Manager for field communications.
• Review all Motorrad service information bulletins for accuracy and ensure inclusion of correct warranty claim information, defect codes, repair instructions, labor operations and FRU allocations.
• Provide analytical support for Warranty Extension data scrubbing to create efficiencies in customer notifications.
• Provide support to write, edit and collaborate on Motorrad Service and Warranty Booklets.
• Create, implement, and provide quarterly virtual webinar training.

Reporting:

Create and provide reporting for various Aftersales projects and objectives:

• Repeat Visit Reporting
• Profiles in Achievement/Warranty Simplification Elite KPI
• Non-Repair Goodwill Tracking

Claim Compliance Analysis:

Develop and implement strategy to adapt to the changing environment of recalls, Class Action Settlements, Parts Availability and Appeal submissions by:

• Research and Resolve issues that are escalated from the Dealer Network.
• For Audit Department, provide insights for out-of-line dealers; attend AG Audits to ensure local guidelines and laws are followed.

Team Management:

Guide/influence all members within the section to:

• Apply informed judgement when interpreting group policy and procedures.
• Hire/fire disciplinary authority, take necessary action to inspire the team to remain positive in a agile environment.
• Progress with product knowledge.
• Obtain adequate ability to use all available tools in order to make sound claim payment decisions.
• Correspond to dealers/regions in a clear and professional manner.
• Maintain healthy dealer/region relations while complying to the group policy guideline.
• Customer orientation.
• Create the processes/work instructions.
• Develop and implement incentive programs for the teams, strategize shift schedules to ensure Dealer/Customer needs are satisfied.

Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:

• Medical, Dental, and Vision insurance
• All with options for $0 Employee contribution
• 401(k) with Company match
• Retirement Income Account (RIA)
• Employee vehicle program
• Bonus eligibility
• Paid Parental Leave of up to 6 weeks
• Paid Time Off in addition to Company paid holidays where eligible
• Hybrid work environment
• Voluntary Benefits to fit your needs

The pay range for this role is: $114,067.00 - $142,318.00.

The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.Requirements:

• Bachelors Degree or more than five+ years job experience in the wholesale/retail automotive field
• 5-7 years of Wholesale/retail Automotive experience with broad knowledge of automotive technology, warranty, OEM IT systems.
• Strong management and communication skills
• Willing to travel per project needs, occasionally internationally
• Ability to lead a large team
• Experience in Quality Control
• Proven cost management experience

Preferences:

• 2-3 years of Technical automotive experience
• Experience with analyzing large data sets