Performance Effectiveness Specialist (Business/Claims/Data Analyst)

Customer Experience

Vancouver, BC • ID: 886-028 • Full-Time/Regular

The Organization

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has partnered with leading automotive manufacturers and dealerships across Canada to deliver award-winning F&I solutions. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar/Land Rover, Mitsubishi Motors, Polestar and Motorrad.

The Role

As the Performance Effectiveness Specialist, you’ll sit at the centre of our warranty claims operation. You’ll design and optimize automated rules and workflows to make claims faster and more accurate, and you’ll build training programs that help our customer experience and dealer teams adopt new processes. This role is ideal for someone who enjoys digging into data, fixing processes, and then teaching others how to use them.

Key Responsibilities

Auto Adjudication Governance and Optimization

• Strategic Planning: Working in collaboration with the PEM the PES will support in developing the auto adjudication strategies and frameworks that will guide our priorities and planning needs.
• Business Rule Ownership: Responsible for identifying, designing, configuration, testing, releasing, and monitoring of business rules and workflows in support of our AA and EWE targets to deliver positive outcomes for all stakeholders.
• Reporting: The PES is responsible for the identification of required reporting, the underlying requirements, some report creation along with monitoring and maintenance needs. This is accomplished through working in conjunction with internal stakeholders such as the Data team.
• System Optimization: Responsible for identifying business rule functionality enhancements to improve our efficiency, loss mitigation and reporting capabilities. This includes the submission of both bugs and enhancements. This will be accomplished by working with internal stakeholders such as PEM, Data, and Technology teams.
• Claims Analysis & Auditing: Owns auditing the automation rules and ensure effectiveness of the rules while supporting claim analysis and reporting efforts.

Operational Effectiveness & Initiative Support

• Process & Procedure: Supports local process needs including process identification, process design, delivery and maintenance utilizing industry best practices.
• Change Management: Support changing management needs as it relates to approved business cases, local projects and needs around our tools, processes and systems. The PES will further support by collecting and executing business and operational requirements in system configuration that aligns with strategic goals.
• Product Champion: Responsible for communicating product related matters to the Product team and act as the primary point of contact from CX to that team.
• Reporting: Support the requirements collection and configuration of customer experience reports and dashboard boards to measure performance across CX.

Training & Project Management

• Lead on the creation, development and delivery of onboarding and refresher training programs (virtual, online and in-person) for all new and existing hires in the CX team
• Implement specific training programs for requisite skills development by way of developing a Learning Management System (LMS) roadmap for localized CX team training.
• Support the facilitation of dealership training to ensure dealership claims are submitted and managed in a manner to comply with organizational standards, contractual obligations, and relevant regulations.
• Document projects and processes to PMO delivery standards, processes, practices, and tools, and create reports to track performance of strategic initiatives being implemented.
• Responsible for the creation, design and development/improvement of business processes with the operational team to ensure business operations are clear, have assigned owners, and are standardized.
• Participate in system development projects where operations are affected to assess training, process improvement and change management needs

Core Competencies

• Communication – Able to clearly and articulately present information in both spoken and written word.
• Collaboration – Develops positive relationships with others in order to build consensus, morale and commitment to goals and objectives.
• Innovation – Displays the ability to think outside of the box in order to develop creative and new solutions that meets current and future needs.
• Flexibility – Easily adapts to changing environment and resources.
• Productivity – Strives to consistently achieve excellence in all tasks and goals.
• Accountability – Takes personal ownership and responsibility for the quality and timeliness of work commitments and decisions.

Required Skills

• Proficient with MS Office suite of products (Excel, PowerPoint, Word).
• Strong communication and presentation skills - ability to communicate clearly and concisely with a variety of audiences, in written and verbal contexts.
• Direct experience assessing training needs, creating training materials to fulfil those needs, and then delivering the training.
• Experience working in projectized or process-driven environment.
• Experience in process design, workflow optimization, and business requirements development across multiple systems.
• Experience working with both internal and external customers, as well as with outsourced vendors.
• Ability to set priorities and work on multiple tasks in a fast-paced, team-oriented environment; and
• Subject matter expertise with a clear understanding of the warranty claims process combined with the ability to balance internal claims ratio targets with client satisfaction.
• Bilingual (Written and Oral) in French and English is an asset.

Experience/Education

• 3+ years of automotive industry experience and understanding (customer service, sales, and technical levels).
• 3+ years in process improvement, reporting, operational workflows, and system rule designs.
• Automotive technician qualification (Desired)
• Data/analytics tools (Tableau, Power BI, SQL, Excel advanced) (Desired)
• Lean Six Sigma Green/Black Belt (Desired)

Why LGM

• Compensation: $75,000 - 85,000

• Hybrid work model (3 days in the office)

• Comprehensive compensation package including:

  Extended health benefits plan

  Group RRSP

  Performance bonus

  Health & wellness benefits

  Education sponsorship

• Work-life balance perks:

  Four paid days annually to “give back” to the community

  Your birthday off — every year

• Vehicle rebate program: Up to $400 per month