Assistant Manager, Changi Accident Repair Centre

at  SMRT Corporation Ltd

WORK EXPERIENCE

• Automotive Industry Experience: Prior experience in the automotive repair industry, preferably in a managerial or supervisory role
• Insurance Claims Handling: 3 years of experience in handling insurance claims and working with insurance companies
• Customer Service Experience: Background in customer service roles, demonstrating the ability to manage customer relationships and resolve conflicts
• Team Leadership: Proven experience in leading and managing a team, with a focus on achieving operational goals and maintaining high service standards
• These skills and experiences are crucial for ensuring the efficient operation of the repair assistance department and delivering excellent service to customers.

QUALIFICATIONS

• Diploma/ Degree in any field

SKILLS

• Technical Knowledge: Understanding of vehicle repair processes, damage assessment, and automotive systems
• Customer Service: Strong interpersonal skills to handle customer inquiries, complaints, and provide updates throughout the repair process
• Claims Management: Proficiency in managing insurance claims, including documentation, negotiation, and settlement processes
• Leadership and Team Management: Ability to lead and motivate a team of technicians and support staff, ensuring high performance and adherence to standards
• Communication: Excellent verbal and written communication skills to interact with customers, insurance companies, and team members
• Problem-Solving: Strong analytical skills to assess damage, develop repair plans, and resolve issues efficiently
• Time Management: Ability to prioritize tasks and manage time effectively to meet deadlines and customer expectations
• Negotiation: Skills to negotiate with third parties, such as body shops and suppliers, to ensure cost-effective repairs
  STRIDES Premier is Singapore’s second largest taxi operator and a significant player in the rental of private hire vehicles (PHVs), with a fleet of about 4,000 vehicles, comprising of taxis, private hire vehicles (PHV) and limousines, including 300 Electric Vehicles. STRIDES Premier also has an automotive arm that is servicing more than 7,000 vehicles, including vehicles belonging to the Ministry of Home Affairs, Ministry of Defence and Changi Airport Group.
  We provide high-quality, convenient transportation services, and offer the best-value rental schemes & benefits for driver partners

JOB PURPOSE

The role of an Accident and Repair Assistance Manager is crucial in ensuring smooth operations and customer satisfaction in the automotive service industry. Some key purposes and responsibilities of this role:

• Overseeing Daily Operations: Managing the day-to-day activities of the repair and service department to ensure efficiency and effectiveness.
• Customer Service: Acting as a primary point of contact for customers, addressing their concerns, and ensuring their satisfaction throughout the repair process.
• Damage Assessment: Evaluating the extent of damage to vehicles and coordinating with technicians to develop repair plans.
• Claims Management: Working closely with insurance companies to manage and resolve accident claims, ensuring a smooth recovery process for clients.
• Staff Management: Supervising and training staff to maintain high service standards and improve overall team performance
• Documentation and Reporting: Keeping detailed records of all repair activities, customer interactions, and claims for future reference and legal purposes.
• Negotiation: Negotiating with third parties, such as body shops and suppliers, to ensure cost-effective and timely repairs

This role requires a blend of technical knowledge, managerial skills, and strong interpersonal abilities to handle stressful situations with professionalism and care.

RESPONSIBILITIES

• Manage the workflow, organizing and supervising the Accident Repair team to follow company’s SOP.
• Claims Management as measured through aggressive action plans and overall supervision.
• Assist in problem solving; provide guidance and training to staff
• Work closely with other department managers to ensure the efficiency and effective resolution of issues.
• Good management skills set in controlling cost saving.
• Review tariffs and negotiate contract terms with service providers and continuously strive to improve the contract terms and conditions in favour of the company.
• Other adhoc duties as assigned by Management.