Senior Specialist, Auto Vendor Partnerships

Heartland Mutual Insurance•Waterloo, ON

4d•CA$76,000 - CA$114,000•Onsite

About The Position

The Senior Specialist, Auto Vendor Relationships, manages strategic relationships with vendors providing services to Auto Physical Damage and Accident Benefits claims, including Independent Auto Appraisers, rental providers, body shops, rehabilitation providers, medical assessment vendors, and legal counsel. Reporting to the Manager, Vendor Partnerships, this role develops and implements performance standards, manages escalations, monitors vendor outcomes, and proactively identifies cost-saving measures. Collaboration with operational claims teams, QA Specialists, Training Leads, and the Corporate Claims team is integral to driving continuous improvement and optimizing vendor performance.

Requirements

Minimum 7-10 years of experience in auto claims handling, vendor management, or related roles with specialized expertise in vendor relationship management.
Post-secondary education in Business, Insurance, or related discipline; CIP designation strongly preferred.
Advanced understanding of auto claims management, appraisal techniques, AB claims management, vendor management best practices, and related regulatory requirements.
Proficiency in claims management systems, analytical tools, and reporting software.
Exceptional analytical, negotiation, and problem-solving skills.
Excellent communication, interpersonal, and relationship management abilities.
Proven capability to manage escalations and complex vendor relationships effectively.
Demonstrated initiative and effectiveness in identifying and implementing cost-saving strategies and improvements.
Strong integrity, accountability, and dedication to high-quality customer service.

Nice To Haves

CIP designation strongly preferred

Responsibilities

Develop and maintain comprehensive Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Best Practices documentation for Auto Physical Damage and Accident Benefits vendors.
Regularly evaluate vendor performance through systematic audits, performance reviews, and feedback sessions, ensuring alignment with service expectations and quality standards.
Manage strategic relationships with Accident Benefits vendors including rehabilitation, medical assessments, and specialized service providers to ensure effective claims management.
Oversee Independent Auto Appraisers, ensuring their alignment with corporate standards for timely and accurate claim assessments.
Foster clear communication channels between vendors, claims teams, and internal stakeholders to streamline processes and enhance overall claims efficiency.
Act as the key contact for escalated vendor-related issues, addressing concerns professionally and efficiently.
Analyze root causes of escalations, implement corrective actions, and communicate outcomes transparently to internal stakeholders and vendor partners.
Analyze vendor-associated costs including repairs, rentals, medical assessments, and rehabilitation services, identifying and executing strategic cost-saving opportunities.
Continuously review claims handling procedures involving vendors, recommending process enhancements to drive efficiency and cost-effectiveness.
Develop and provide detailed reports on vendor performance, cost metrics, and industry benchmarks to guide strategic decision-making.
Offer actionable insights and recommendations based on analytics to support vendor partnership strategies, claims operations improvements, and corporate goals.
Actively monitor and evaluate industry trends related to auto repair methodologies, parts and labor costs, rehabilitation services, and accident benefits claims management.
Support and ensure vendor readiness for catastrophic events, aligning vendor capabilities with Heartland Mutual Insurance’s CAT response strategies.
Collaborate with QA Specialists and Training Leads to inform and shape training and audit practices based on vendor performance insights.
Engage with operational claims teams, Corporate Claims leadership, and other internal stakeholders to ensure vendor strategies are integrated and aligned with overall organizational objectives.