Senior Specialist, Auto Vendor Partnerships

Job description

At Heartland Mutual Insurance, we’re more than just a company — we’re a community. Proudly rooted in Ontario and Nova Scotia, we’re driven by a bold vision: to be the Best Mutual. Our team of passionate professionals doesn’t just follow the norm — we challenge it. We think differently, aim high, and deliver on our promise with a personal touch. Here, you’ll be part of a culture that values authenticity, embraces change, and empowers you to make a meaningful impact every day. Together, we bring our purpose to life by living our values and putting people first. Senior Specialist, Auto Vendor Partnerships 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. What you'll do... Vendor Performance and Relationship Management: • 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. AB Vendor and Independent Appraiser Collaboration: • 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. Escalation Management: • 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. Cost Management and Efficiency Initiatives: • 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. Reporting, Analytics, and Trend Analysis: • 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. Industry Trends and CAT Readiness: • 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. Cross-Functional Collaboration: • 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. What you'll bring... Education & Experience: • 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. Technical Skills & Knowledge: • 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. Competencies: • 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. The salary range for this role is $76,000 - $114,000. The salary for the successful candidate will be determined by various factors including but not limited to an individual’s relevant experience, knowledge, skills, along with internal equity, and market considerations. What’s in it for You: • A Supportive Team: We’re not just a workplace, we’re a community. We are small but mighty, we believe in the power of connection, purpose, and belonging. • Comprehensive Total Rewards: Enjoy a competitive compensation package made up of base salary and bonus, health and wellness benefits, pension plan, paid time off, and so much more. • Inclusive Culture: Work in an environment that embraces diversity, equity, inclusion and belonging. • Career Growth & Development: Take advantage of continuous learning opportunities and stretch assignments. • Make an Impact: Play a key role in helping customers navigate challenging situations with empathy and expertise. This job posting is for an existing vacancy within Heartland. Accommodation is available on request for candidates taking part in all aspects of the selection process. We do not use artificial intelligence or automated decision-making tools in any part of our hiring process. All applications are reviewed by our Talent Acquisition team to ensure fairness and transparency. At Heartland Mutual Insurance, you’re empowered to thrive. Whether it’s your career, your well-being, or your future, we've got you covered.