Some Potential Benefits May Include:
Because Paul Davis is a franchise organization, benefits vary based on franchisee.
Scorecard Performance Manager
Full Time • Hybrid - US
We Are Paul Davis! Our company's mission is to provide opportunities for great people to deliver best-in-class results.
Join Our Dynamic Team as the Scorecard Performance Manager!
Are you a seasoned Scorecard Performance Manager with experience in business or construction? Are you looking to leverage your expertise in a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates multiple franchise locations across North America, seeks a Scorecard Performance Manager to join our robust Claims Force/Quality Assurance Team.
We are seeking a dedicated and experienced Scorecard Performance Manager who will be responsible for ensuring local franchise offices are compliant with Program SLA and Program guidelines. This position drives program performance to meet or exceed Carrier expectations on their scorecard metrics, and to increase referrals and carrier relationships with the Paul Davis Network.
Why Join Us?
- Competitive salary and benefits package
- Opportunity to lead and shape the safety culture of our growing company
- Work with a dynamic team committed to excellence and safety
- Medical, Dental, Vision, Life, Disability & 401(k) benefits
- Paid Holidays, Vacation, Sick Days, and Volunteer Days
- Career growth opportunities within a fast-paced and innovative environment
As a key member of the Claims Force Team, and the broader US Operations Team, this position leverages the skills and relationships of other Operations Team members and the network to drive scorecard performance to Carrier expectations. This role will be responsible for maintaining the Paul Davis Scorecard reporting tool, holding Scorecard Performance team member(s) accountable to standard expectations and SMART Goals, and building relationships with key stakeholders in the organization to drive profitability, sales, and other operational goals.
Essential Duties/Responsibilities:
Essential Duties/Responsibilities:
- Track all Carrier scorecard compliance metrics by office. Identify offices that require improvement to standards, and drive improvement in the office scorecard performance through leading, coaching, and accountability
- Work with the Operations and Business Development Teams to align and drive performance to Carrier scorecard expectations
- Collaborate with the greater Claims Force and US Operations teams to leverage people and processes to drive results
- Develop strategic initiatives for the Network to improve scorecard performance as quickly as possible
- Identify Program gaps and opportunities for improvement
- Facilitate deep dives, network training webinars, standard operating procedure documents, and other methods of education, coaching, and communication to drive PD Scorecard performance.
- Work with individual offices to identify areas for improvement in scorecard performance. Hold offices accountable to minimum performance metrics and coach on how to improve scores to increase leads.
- Oversee and monitor compliance tasks in RMS
- Ensure all offices on programs adhere to all SLAs best practices
- Oversee the Performance Improvement Plan (PIP) process which may include recommending suspension or other accountability measures for offices that fail to reach and maintain minimum standards
- Recruits, onboards and trains new team members as direct reports
- Completes monthly meetings with team members for performance coaching and management
- Completes monthly Goal-Setting & Review (GS&R) Meetings with team members focusing on continuous improvement
- Supports team members’ growth with the creation of SMART Goals and development paths
- Facilitates and conducts team calibration meetings
- Lead, coach, and mentor team members, building a sound team relationship
- Helps implement company strategic plans
- Must be comfortable conducting presentations in person at conferences or via online team meetings or attending trade shows
- Must be a smart, assertive, results-oriented team player
- Reporting on metric standards to leadership
- All other duties as assigned
Competency - Knowledge, Skills, and Abilities:
- Knowledge of Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
- Customer Service, administration, and organizational skills
- Strong ethics and integrity in building personal relationships with everyone you meet
- Demonstrated leadership and communication skills
- Strong general business and self-management skills; possesses a high level of intellect and demonstrated hunger for growth
- Ability to learn and operate our primary operating systems: CMS, RMS, Xactimate, XactAnalysis, Mobile Claims, Claims Connect, Profile Gorilla, Contractor Connection, SharePoint, One Drive, and other software systems
- Ability to create documents, reports, and spreadsheets
- Ability to answer and communicate with customers over the phone
- Ability to work office equipment (fax, scanner, printer, phone system, computers)
- Ability to work independently
- Ability to navigate both positional and personal conflict opportunities, resulting in strengthened relationships and symbiotic issue outcomes
- Stress management and composure
- Maintain a level of confidentiality
- Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics
Required Education & Experience:
- College Degree or equivalent
- Customer Service experience
- Knowledge and experience in Insurance Restoration and working with Carriers and TPAs
Preferred Education & Experience:
- College Degree or 3 - 5 years of management experience with people
- Five or more years of experience within the restoration industry or related industry
- Experience working with insurance carriers or TPAs
Reasonable Accommodation for Disability
Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.
A “reasonable accommodation” is a change or adjustment to a job or work environment that allows a qualified individual with a disability, defined as a physical or mental condition that is permanent, ongoing episodic, or of some persistence, and is a substantial or significant limit on an individual’s ability to carry out important functions (or as otherwise defined by federal or provincial law), to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.
Disclaimer
Paul Davis Restoration is an equal opportunity employer. Paul Davis Restoration provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by provincial or federal law.
If you are ready to take on a challenging and rewarding role that offers both variety and the opportunity to make a significant impact, we would love to hear from you. Apply today to join our team and help shape the future of Paul Davis!
About Us:
Paul Davis Restoration, Inc. is a national franchise organization that provides property damage emergency services, restoration, and reconstruction services for residential and commercial properties due to water, fire, mold, storm, and other disasters. The Paul Davis Network is made up of more than 340 franchises across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives. Paul Davis Restoration, Inc. is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at www.PaulDavis.com]. In our business, training of local marketing professionals is critical to the continued success of the Network.
Make an impact now: Paul Davis is proud of our 56+ year heritage serving people in their time of need when facing disaster and having their worst day. We are a customer, employee, and client-focused company, passionately serving our community in its time of need and becoming an indispensable partner to our clients through our dedicated work! WE ARE PAUL DAVIS!
Flexible work from home options available.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, reconstruction and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.
We have built our heritage one project at a time, establishing a reputation for performance, integrity and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms or other disasters, we deliver on our promise to deliver excellence, expertise and a customer experience that is second to none. At Paul Davis, our passion for quality drives everything we do.
Our Vision:
To Provide Extraordinary Care While Serving People In Their Time Of Need.
Our Values:
Deliver What You Promise
Respect The Individual
Have Pride In What You Do
Practice Continuous Improvement
Our Mission:
To provide opportunities for great people to deliver Best in Class results
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Opportunity for Overtime
Paid Time Off
Opportunity for Advancement
Great Company Culture