Protection Services Operations Lead

Job description:

Responsibilities within this Role

Claims Operations Ownership – 40% of time spent

Develop and maintain claims operations guidelines in compliance with applicable regulation, ensure alignment with OEM warranty coverages, and oversee ongoing implementation of these guidelines in the 15+ FTE claims operations team.

Conduct claims audits (data-based and vendor audits), identify emerging trends and provide recommendations to VWFS Protection Services Management, protecting customer benefits, adherence to contract terms, financial objectives and program efficiency.

Vendor Operations Ownership – 25% of time

Oversee the implementation and ongoing quality of operational processes of business partners (Third-Party Administrator, Insurance Company, Lenders, Incentives and Reporting provider, and others). Oversee, manage and enforce Service Level Agreements with various vendors..

Dealer Reinsurance Ownership:
– 15% of time

Ownership of the comprehensive end-to-end Dealer Reinsurance Program process, ensuring compliant and efficient business processes from entity suitability assessment, onboarding, and agreement execution (including tri-party Reinsurance Trust Agreements) to program operations including cession statements, production and loss development monitoring, collateral management, and change management related to the scope of ceded production.

Business Process Mgmt – 15% of time

Maintain and continuously improve a catalogue of documented business processes, policies and procedures related to the operation of VWFS PS product suite. This role specifically owns responsibility for lender-based process integration, such as maintaining compliant lender-initiated customer refund processes.

Business Continuity Lead – 5% of time

Act as the departmental Business Continuity Lead in collaboration with the Risk department.

Required Skills:

• Automotive ancillary product knowledge
• Financial Product Management experience
• Market research knowledge
• Understanding of Service Contract / Insurance business processes, ability to document processes
• Financial Services P&L understanding

Work Flexibility:

• 5-10% travel

Qualification requirements

• 7+ years of Automotive Financial Services and/or Insurance (P&C)
• 7+ years of Automotive OEM experience
• 7+ years of Warranty / Service Contract Claims experience

Required Education:

• Bachelor's degree in finance, Marketing or another Business related field or 12+ years of commensurate relevant experience

Profile description:

The Protection Services Operations Lead owns and manages the development, maintenance and improvement of all business processes pertaining to the VWFS PS product portfolio, from contract sale to customer transactions, claims, insurance and dealer reinsurance. This includes a strong focus on maintaining an efficient transactional environment as well as ensuring Company's compliance, adherence to operational guidelines and vendor oversight and management.

We offer:

Develop and maintain claims operations guidelines in compliance with applicable regulation, ensure alignment with OEM warranty coverages, and oversee ongoing implementation of these guidelines in the 15+ FTE claims operations team.

Conduct claims audits (data-based and vendor audits), identify emerging trends and provide recommendations to VWFS Protection Services Management, protecting customer benefits, adherence to contract terms, financial objectives and program efficiency.

The role will closely align with VWFS Protection Services Risk functions.