Roles and Responsibilities Essential Functions and Responsibilities

Lead and manage the Customer Experience (cargo claims, customer service, quality assurance) Department, including hiring, training, and supervising claims adjusters
Create the annual department operating budget and ensure financial goals are achieved
Set and monitor performance goals including productivity, days to settle, backlog, severity and frequency
Provide regular performance feedback to individual team members and conduct annual performance assessments
Develop and implement policies and procedures for efficient case processing
Participate in management team discussions and decisions; disseminate information to staff as required
Negotiate with and procure supply services from agents and vendors, including repair and restoration companies, insurance adjusters, and external legal counsel
Collaborate effectively with other departments, such as government and operations, to resolve claims effectively
Communicate clearly, both verbally and in writing, with customers in a respectful manner
Review and authorize settlement offers valued above claims adjusters' approval limits
Approve purchase orders / invoices and settlement chargebacks
Handle escalated cases from agents, customers, and accounts, driving to equitable solutions
Provide claims settlement support to agents
Explore and develop methods to prevent cargo claims, establishing best practices to be shared on a regular basis
Oversee all quality/compliance-related issues (policy, insurance) regarding agents and drivers; track, investigate, document, and follow up with communications for remediation
Scrutinize, approve and track driver qualification applications
Update truck/ trailer equipment certification/ registration and maintenance records; provide and monitor equipment branding standards
Receive, adjudicate, record and monitor Certified Labour Program applications and information
Prepare and publish monthly and quarterly network, agency, and driver quality reports
Determine annual quality award winners, co-develop annual driver recognition campaign, create communications, procure and distribute trophies
Manage interface with third-party research (customer satisfaction survey) company
Participate in Quality Committee, provide information and insights, modify policy documents as necessary
Receive service failure notices from the Government of Canada (GOC); maintain records; provide reporting to management
Investigate service quality issues, determine and address causes and liable parties, and prepare counterarguments when warranted
Request and record agencies' insurance and warehouse compliance as required for GOC certifications
Collaborate with Manager, Government Services on remediations and Quality Assurance Plan improvements
Analyze claims, customer service and compliance data to identify trends and areas for improvement; prepare reports for management
Provide benchmark/ service level agreement reporting for corporate and government clients and management
Articulate system issues and see them through to resolution; define new business requirements for system enhancements; provide testing resources to the IT team as necessary
Minimum five years' experience as a claims adjuster, customer service representative, or quality assurance specialist, preferably in the moving or logistics industry with leadership experience
Previous and proven experience in people leadership (team lead, supervisor, or manager)
Bilingual (English/French) language skills, both spoken and written, a definite asset
Proven experience with customer relations, customer service, negotiations and problem solving
Superior written and verbal communication skills
Process and results oriented; excellent organization skills with high attention to detail
Proficiency in MS Office applications (Word, Excel, PowerPoint)
Understanding of Canadian and US geography
Able to travel infrequently

Education and Certification Requirements

College diploma / degree (post-secondary education preferred, in business administration or logistics) or a minimum of completed high school diploma and tangible related work experience

SIRVA

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