Business Operations Manager

at  Herc Rentals

Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with trailing twelve month total revenues of nearly $2.7 billion as of September 30, 2023. Herc Rentals’ parent company, known as Herc Holdings Inc., listed on the New York Stock Exchange on July 1, 2016, under the symbol “HRI.” Herc Rentals serves customers through approximately 379 locations and has approximately 7,000 employees in North America.

SHORT DESCRIPTION

The Business Operations Manager will report to the Senior Ancillary Revenue Manager. The business ops manager will lead the claim management process both for the RPP (Rental Protection Plan) and non-RPP customer damage. Claims types include Herc Rentals RPP Claims, Certificate of Insurance (COI), Self-Insured, No Insurance, etc. The business ops manager will work to ensure claims are processed in a timely and accurate manner and find ways to enhance the process. Coordinate with various stakeholders, both internal and external, to ensure claims are handled and customer payments are collected. Responsibilities also include finding opportunities to enhance processes/drive damage recovery.

PROFESSIONAL EXPERIENCE

Construction equipment knowledge is required
3-5 years claims management/processing experience preferred
Project management mindset preferred
Verifiable track record of driving results
Experience working cross functionally
Salesforce.com case management experience preferred
Preferred “specialty” construction/equipment insurance experience

EDUCATIONAL BACKGROUND

4 year degree from an accredited college or university
Insurance claim certifications/trainings preferred

SKILLS

• Strong written and verbal communication
• Highly organized and strong attention to detail
• Ability to manage multiple projects/tasks at once
• Proficient in MS Office suite of tools (Access, Word, PowerPoint)
• Salesforce experience preferred

• Manage/oversee intake process for new claims, including gathering information from branch about damage incidents
• Analyze, track and trend loss information to determine loss drivers and report to internal stakeholders on existing and potential new opportunities
• Help develop and oversee damage process improvement initiatives
• Build awareness for the damage team via communications and other meetings with various field members
• Ability to provide and present claims status/insights to various stakeholders including senior management
• Develop reporting and track claim status to ensure SLA timings are met/collect damage recovery in a timely manner
• Partner with legal, AP, AR, accounting and other internal teams on claims processing
• Determine whether claims are eligible for coverage under RPP, COI, etc.
• Lead for handling the large dollar amount/complex claims
• Review and suggest settlement offers before sending them to stakeholders for approval
• Work with third party vendor and risk team as it relates to customer damage claims
• Update and enhance Salesforce platform for claims management
• Support/manage other claims administrators on the team
• Manage claims process documentation and create best practices for internal use; SOP’s. etc.