Regional Warranty Manager

Job description / Role

Job Purpose:
• Review warranty processes in the region regularly and manage changes aligning with business objectives.
• Analyze key warranty data, identify issues/trends and recommend improvements/action plans
• Serve as a Business Lead for GWM system and provide operational support to both Field Team and Dealers
• Support all MEO functional teams as required with reports/analysis/information on warranty related matters.

Key Responsibilities:

Local (100%)
• Drive dealer’s compliance to GM Service Policies and Procedures
• Set warranty expense targets for the region per individual dealers based on Car Park and historical data on warranty expense.
• Provide monthly reports on warranty expense for the region and dealers.
• Provide warranty expense performance feedback and recommendations to address area of improvement for both dealers and ATWM.
• Identify focus areas for warranty waste reductions and drive the measures through ATWMs.
• Review GMODC Service Policy and Procedure manual and recommend changes needed, based on Regional business practices
• Reviews Dealer Self Authorization policy guidelines and manage changes as per the by business objectives
• Manage Warranty Labor rate and LCM revision for dealers in the region in coordination with IPC
• Analyze Key Warranty data, identify trends / issues.
• Compile Top 20 Labor Operations for the region based on warranty expense and coordinate with Quality to seek measures to reduce the expenses.

Provide detailed analysis to ATWMs on:
• Out of line expense for dealers including specific information on areas of waste / misuse, like target Labor Operations and Repair Groups. Initiate dealer debits where necessary.
• Compile and monitor Repair Order Closing Days report for the region and dealers. Drive action plans through ATWMs to improve the metric for below average dealers
• Provide monthly report on Warranty Parts Sale actuals and accurate forecast on warranty parts sale to finance, Field Action completion to ATWMs and Dealers, CPVS analysis.

• Provide feedback / support to GM Dealer Auditors on dealers that are selected for regular audits
• Ensure compliance of Process Risk controls and monitor the same to fulfill GMAS Audit requirements.
• Serve as a Subject Matter Expert (SME) for GWM system related support to both dealers and ATWMs.
• Manage and help ATWMs to control dealer warranty practices through system related controls
• Act as first point of contact for dealers on system related issues and provide information / guidance to resolve claim handling related issues.
• Raise system Tickets for issue reported by dealers and provide active support to sustain team to resolve the issue at the earliest.
• Monitor Claim payment efficiency for each dealer and address system issues that affect the efficiency on a continuous basis.
• Coordinate Training arrangement for GWM as required.
• Assist Sustain and Central team in system related testing.
• Manage system notifications on a daily basis like Error IDocs, Sales Model Code ( SMC Cockpit) maintenance, Claims in Suspense, Failed Batch submission Files for dealers, etc,
• Help ATWMs with Reassigned claim approval on daily basis.
• Monitor Parts Interfaces with MEDC for any issues and resolve pricing issues regularly.
• Coordinate with Field Action Execution team (Regional and MEO) and perform functions of the GFAM Release Coordinator
• Generate ideas / suggestions and drive Warranty Waste Reduction initiatives and achieve the goals.

Requirements

• University Degree in Technical and preferably Business Administration
• MBA is an added value
• Min 5 years professional experience in area of warranty management

Skills:
• Excellent analytical skills to be able to interpret data.
• Excellent computer skills in MS Office, particularly in MS Excel and PowerPoint.
• Excellent Project management skills to manage own projects and tasks.
• Good presentation skills
• Good problem solving skills to gather and analyze information
• Good Leadership skills
• Excellent written and oral skills in English, and also preferably in Arabic.
• Good insights to dealer operations, warranty policies & procedures and claim management.
• Good interpersonal skills.

Competencies:
• Dealing with ambiguity
• Creativity
• Problem Solving
• Business Acumen

About the Company

General Motors Company (NYSE:GM, TSX: GMM), one of the worlds largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GMs largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GMs OnStar subsidiary is the industry leader in vehicle safety, security and information services.

With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.

GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the companys operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.

GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.