Ivr Manager

Manage the IVR process (International Vehicle Return Process).
- Manage the end dates when the buyback / tradeback vehicles are due to return.
- Analyse the inspection reports to ensure correct cost allocation between customer, R&M/ Warranty.
- Communicate the repair costs to the respective stakeholder: New Vehicle Sales Executive and New Vehicle Sales Manager.
- Ensure correct costing of the repairs after inspections.
- Resolve customer disputes regarding the defects identified.
- Ensure that the IVR repairs are completed on returned vehicles.
- Manage and monitor the IVR team.
- Manage and finalise all intake reports on the IVR System.
- Manage and monitor the SLA performance of the inspection partner/supplier.
- Ensure timeous and high quality delivery in the loading of the inspection reports.
- Manage & implement reporting on the IVR KPI performance to MAN local & global business partners.
- Monitor bank settlements and customer payments to avoid interest penalties.
- Align with MAN Financial Services to monitor the performance of the buyback & tradeback portfolio.

**Qualifications**:

- Technical qualification or a comparable qualification.

**Skills**:

- Customer focused (Internal and External).
- Good communication (oral and written) & interpersonal relations skills.
- Must be results and process orientated, be proactive and team orientated.
- Work independently though being a team player.
- Excellent administrative and organizational skills.
- Analytical and strategic skills to identify problems thereafter solve them.
- Working knowledge of the warranty, repair and maintenance contracts.
- Experience in new and used vehicle sales processes.
- Attention to detail Leadership and organisational skills.

**Experience**:

- Commercial vehicle experience in a technical/ workshop environment - 5 years.

**Closing Date**: 24 September 2024