Director Claim Management
vor 6 Monaten
Purpose & Overall Relevance for the Organization:
- We’ll never launch a product unless we consider it perfect. Our product operations teams create every shirt, every shoe and every piece of equipment for thousands of athletes and fashion lovers as if it was one of a kind. And it truly is, as they weave their passion into every single product. But translating designs, drawings and renderings into real products requires a lot of decision making.- As
- _Director Claim Management_ you are a key contributor in the Claim Management department by leading the resolution of all adidas Group quality instances/ warehouse claims worldwide between the sales organization and Product Operations divisions as part of Product Creation Testing & Quality. You will build and lead a team of experts and act as independent party ensuring quality instance resolution/ return management in line with testing governance standards and consumer relevant quality expectations. Furthermore, you will drive standardization and continuous improvement of entire quality instance/ claim & return management projects and processes and ensuring that learning’s from claim & return management are flowing back into product creation and manufacturing process for continuously improved product and performance globally. This role will also drive execution and implementation of business strategies, enhancing and ensuring best in class product quality.- Key Responsibilities:
- Lead claim management team (CMT) and return management team (RMT) as technical consultants who manage and coordinate all adidas group quality instances/claims & returns worldwide occurring between the adidas group sales organizations and Product Operations divisions.
- Setup efficient “claim desk” group to identify, receive and capture all warehouse claims requests raised by business partners (sales organizations, warehouses, BUs).
- Collect necessary reporting and product data to properly assess scope and potential warehouse claim impact. Take final decision over quality claim handling, which can lead to a call back of effected sold product range if necessary.
- Support team in coordinating action plans and ensure resolution and finalization of each quality instance/claim case by taking care of all necessary preparations and validations, in order to acquit the necessary financial settlement.
- Report incoming quality instance/claim & return data and update claim & return tracking data records in the respective system to ensure correct and reliable data at all times. Create standardized processes as well as reporting tools in collaboration with AC Testing&Quality.
- Create a motivational and supportive work environment in which employees are challenged, coached, trained and provided with career opportunities and provide team with clear direction, projects and targets that are aligned with business needs and Product Operations objectives in the management of communications and directions provided for warehouse claims & returns resolutions.
- Ensure that learning’s from claim & return management are flowing back into product creation and manufacturing process for continuously improved product and performance globally (closing the loop sessions).
- Claim Criteria:
- Set criteria framework for claims evaluation
- Maintain service level agreements and train teams and stakeholders on roles and responsibilities
- Define claim handling process
- Set escalation matrix, as well as communication guidance and framework.
- Set reporting standards
- Claim Handling:
- Receive requests, gather information, coordinate with POPS Divisions, BUs and customers, take decision, manage settlement
- Execute claim handling and resolution process
- Single point of contact for BUs and customers
- Reporting
- Analyses: cost of claims, cost of returns, impact, actions needed
- Reporting claims and returns
- Escalation authority:
- Decision maker on actions to be taken
- Final juror to determine validity of claims & returns
- Coordinate communication and discussions, conflict resolutions, as well as final escalation authority for finished goods claims & defective consumer returns
- Key Relationships:
- All adidas subsidiaries/ Sales Organizations
- Testing Execution and other Governance functions
- Product Operations / BUs and Divisions
- Group functions / Finance & Legal
- Marketing BUs
- Labs; Governance & Execution
- 3rd party: Customs; Expertise
- Sourcing Quality and Liaison Offices
- Knowledge, Skills and Abilities:
- Expert product and manufacturing process knowledge
- Ability to cope with change, make decisions and act comfortably with risk and uncertainty
- Ability to be self-directed while working under tight deadlines
- Strong MS Office skills
- Strong interpersonal, communication and influencing skills
- Analytical skills
- Proven record of accomplishment in the field of claim management, sourcing
- Requisite Education and Experience / Minimum Qualifications:
- Four-year college or universi
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