Warranty Auditor
Key Responsibilities:
· Conduct Warranty Audit.
· Conduct investigations into Irregular claim(s)/Irregular retailer behaviour identified at Warranty Audit.
· Ensure that a meaningful and productive relationship is maintained between Warranty Audit and all Regions, NSC and Importer markets at both a working and senior level.
· Support Warranty training activities in line with market requests.
· Provide support with Internal audit activities.
· Lead and support several initiatives to further improve the retailer audit process, including understanding the implementation of industry best practices.
· Drive root cause analysis with NSCs/Regional Offices based on action plans/GWMS trends in the Market.
· Conduct Closing Retailer Audits.
· Complete difficult/sensitive Audits with external parties, which could be challenged by the Senior leaders or directors of the external retailers or subject to litigation claims against JLR.
Qualification:
Essential:
· Strong Process Audit Experience in matters with high financial consequences, including tools and strategies for dealing with the resolution of issues raised during an audit.
· Have experience working with a retailer service process environment and be familiar with vehicle repair methodology, processes and systems used.
· Initiate, lead and manage difficult conversations with Retailers Senior Management, e.g., Head of Business, after-sales Manager regarding irregularities and issues found within audit including financial penalties.
· Strong Negotiation skills to ensure delivery of high-value debts to the retailers in case of high error % are identified.
· Strong Resilience to be able to work under high pressure from both external (i.e., Retailers and network) and internal stakeholders.
· Have experience working within a Customer Services function and knowledge of warranty related to high value / complex purchases.
· Ability to work competently with standard desktop packages such as Excel, Word, and PowerPoint and have database knowledge.
· International experience including working with different cultures would also be advantageous.
· Experience in leading audit processes by working with different departments, internal and external stakeholders, and leadership levels up to Head of Business.
Desirable:
· Strong IT skills, particularly with Excel.
Experience in working cross-functionally.
Skills and Competencies required:
Essential:
· The process is driven by strong attention to detail.
· Highly flexible in terms of overseas travel and working hours.
· Strong communicator with good networking skills and the ability to develop cross-functional and international working relationships.
· Ability to work effectively and efficiently with minimal supervision and deliver under pressure.
· Demonstrably a people person, a good team player.
· Highly organised and structured.
· Able to operate effectively and openly in all areas of the business.
Desirable:
Resilient and enthusiastic, an individual able to deliver results under pressure.
· Conduct Warranty Audit.
· Conduct investigations into Irregular claim(s)/Irregular retailer behaviour identified at Warranty Audit.
· Ensure that a meaningful and productive relationship is maintained between Warranty Audit and all Regions, NSC and Importer markets at both a working and senior level.
· Support Warranty training activities in line with market requests.
· Provide support with Internal audit activities.
· Lead and support several initiatives to further improve the retailer audit process, including understanding the implementation of industry best practices.
· Drive root cause analysis with NSCs/Regional Offices based on action plans/GWMS trends in the Market.
· Conduct Closing Retailer Audits.
· Complete difficult/sensitive Audits with external parties, which could be challenged by the Senior leaders or directors of the external retailers or subject to litigation claims against JLR.
- Support of New Auditor Accreditation.
Qualification:
Essential:
· Strong Process Audit Experience in matters with high financial consequences, including tools and strategies for dealing with the resolution of issues raised during an audit.
· Have experience working with a retailer service process environment and be familiar with vehicle repair methodology, processes and systems used.
· Initiate, lead and manage difficult conversations with Retailers Senior Management, e.g., Head of Business, after-sales Manager regarding irregularities and issues found within audit including financial penalties.
· Strong Negotiation skills to ensure delivery of high-value debts to the retailers in case of high error % are identified.
· Strong Resilience to be able to work under high pressure from both external (i.e., Retailers and network) and internal stakeholders.
· Have experience working within a Customer Services function and knowledge of warranty related to high value / complex purchases.
· Ability to work competently with standard desktop packages such as Excel, Word, and PowerPoint and have database knowledge.
· International experience including working with different cultures would also be advantageous.
· Experience in leading audit processes by working with different departments, internal and external stakeholders, and leadership levels up to Head of Business.
Desirable:
· Strong IT skills, particularly with Excel.
Experience in working cross-functionally.
Skills and Competencies required:
Essential:
· The process is driven by strong attention to detail.
· Highly flexible in terms of overseas travel and working hours.
· Strong communicator with good networking skills and the ability to develop cross-functional and international working relationships.
· Ability to work effectively and efficiently with minimal supervision and deliver under pressure.
· Demonstrably a people person, a good team player.
· Highly organised and structured.
· Able to operate effectively and openly in all areas of the business.
Desirable:
Resilient and enthusiastic, an individual able to deliver results under pressure.
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