Regional Client Performance Manager

Holdings LLC; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

Gerber Collision & Glass is seeking a Performance Manager to lead efforts to maximize operational performance for Insurance Partners. You will train and coach operations teams, improve key performance drivers, and serve as the main contact for Insurance Partners while aligning with WOW standards.

You will work with the National Account Team and regional leadership to monitor performance, develop improvement plans, and ensure effective communication of results.

Qualifications

• Post-secondary education or professional equivalent experience.
• 3 years experience in a collision repair environment or similar role.
• 3 years knowledge of Insurance Partner guidelines, procedures and Scorecard metrics.
• Complete understanding of WOW Operating Way processes, including estimator processes and responsibilities.

Responsibilities

• Supports achievement of operational and client metrics using audits and reports.
• Conducts internal audits on KPIs, estimating practices, and WOW procedures.
• Develops understanding of client expectations and internal initiatives; supports improvement plans.
• Communicates performance to divisional leadership and shops; assists in improvement planning.
• Trains market and shop leaders on WOW repair processes and estimatics focus areas.
• Participates in regional calls to share improvements and plans.
• Supports training and implementation of Gerber's processes for new acquisitions.
• Extracts and analyzes data from internal reporting tools.
• Monitors scorecard performance for insurance partners and coordinates coaching plans.
• Collaborates with operations to propose new operating initiatives.

Skills

Multi-tasking

Estimating process

Relationship building

Attention to detail

Education

Post-secondary education or professional equivalent experience

3 years collision repair environment experience

Knowledge of Insurance Partner guidelines/Scorecard metrics

Valid Driver's License

Job description

Company: Gerber Collision & Glass

Great Teams Don't Happen by Accident

Built with Intent. Driven by YOU.

At the Gerber Collision & Glass , our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward.

Our Commitment

The Boyd Group welcomes unique talents from all backgrounds and characteristics. We act with integrity and appreciate the diverse perspectives that make our "Greater Team" exceptional. Qualified individuals, including those with disabilities and Protected Veterans, are encouraged to apply.

Job Description

Job Summary

Working within the Client Support Organization and in close partnership with the National Account Team, the Performance Manager is primarily responsible for leading efforts to maximize operational performance for assigned Insurance Partner(s). Working collaboratively at the division, market and shop levels the Performance Manager focuses on improving overall metrics and client results. The performance manager will apply a systematic approach to training, coaching and developing operations teams to improve the key performance drivers of Gerber's core business practices while adhering to the requirements and guidelines of our Insurance Partners Direct Repair Program (DRP). Additionally, the Performance Manager serves as the main point of contact for the Insurance Partners and manages communication with the operations team as needed.

Key Job Responsibilities

1. Supports achievement of operational and client metrics. Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to effectively identify issues and communicate findings to Regional, Market and Shop Leadership
2. Working to support a specific Insurance Partners and/or within a geographical area, conducts internal audits on insurance KPIs, estimating practices and The WOW operating procedures to ensure repair facilities are operating best in class. Communicates/ coaches on audit findings for improvement or best practices.
3. Develops a high level understanding of key client expectations and metrics as well as internal operating initiatives currently underway. May oversees performance improvement initiatives in repair centers that are currently not meeting company and key client expectations. In partnership with Market leadership, creates and implements operating initiatives that will improve repair centers performance.
4. Works in partnership with the National Account team to understand client requirements and current performance levels for a specific Insurance Partner(s). Helps communicate to the divisional leadership team and at the shop level current performance and helps teams build improvement plans. Helps communicate performance information and associated improvement plans to Insurance Partners
5. Communicates performance information to Regional leadership and assists leadership with improvement plan development and follow up.
6. Trains and coaches market and shop leaders on following WOW repair processes as it relates to estimatic areas focusing on increasing repair percentage, alternative parts utilization, fair judgment time and proper file documentation.
7. Participates in regular Regional and Market leadership calls to communicate successes/improvements, deficiencies and improvement plans. Engages in Client calls to ensure understanding of current issues and to communicate important messages.
8. Supports Regional and Market leadership for the training and implementation of Gerber's processes and procedures related to new acquisitions.
9. Extracts and analyzes data from the company's internal data reporting tools.
10. Monitors and evaluates scorecard performance for insurance partners. Works with Market leadership to establish oversight, training and coaching plans to improve performance.
11. In collaboration with Operations leaders, may recommend new operating initiatives that will improve repair center performance.

Education and/or Experience Required (including certifications)

• Post-secondary education or professional equivalent experience
• 3 years previous experience in a collision repair environment or a similar role
• 3 years Comprehensive knowledge of the Insurance Partner guidelines, procedures and Scorecard metrics
• Complete understanding of the Wow Operating Way processes, with additional emphasis on estimator processes and responsibilities
• Valid Driver's License

Required Skills/Abilities

• Effectively manage a fast-paced environment, demonstrating multi-tasking ability while working under pressure
• Comprehensive knowledge of the estimating process
• Excels at building and maintaining business relationships
• Strong attention to detail and a high degree o