Kevin Jegels

In my more than 20 years working career, I have performed various functions, each of which was tackled with passion and vigor. My experience coming through the ranks as an apprentice, learning the workings of a dealership and subsequently moving into the manufacturer sales and marketing and subsequent aftermarket segment has given me an all-round understanding of how various different sectors work and the contacts and relationships built are also great resources to fall back on to. My personable nature has lead to being able to build successful strong professional relationships.

I am a proficient manager with extensive experience in front-of-house and back-house operations. I have excellent experience working with customers varying from a individual to , marketing, corporate and government customers.

I am a tech-savvy Project Manager well-versed in all aspects of project management from inception to completion. I have managed various projects in my career such as the compilation and submission of various tenders for corporate, municipal and government, product development studies, development and implementation as well as ongoing product maintenance once launched.

I am an innovative thinker bringing 8 years of success in leading new product launches. I am a skilled mentor and mediator who excel at bringing out the best in team members. I am an experienced Product Development professional with strong leadership and relationship-building skills

I am organized and diligent, with excellent written, oral and interpersonal communication skills. I am able to manage large and complex projects while maintaining high team morale and energy.

I am a high-energy Manager successful in building and motivating dynamic and diverse team. My leadership methods cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. I have experienced in managing, not only a mixture of pure technical and legal individuals, but also diverse in race and culture.

I am dedicated to identifying and cultivating team members’ skills and talents to improve team performance and efficiency.

I am a results-oriented and high-energy professional with a talent for leading by example and inspiring peak performance. I believe in giving my all to a task and this is evident in the level of experience I have mustered through my career. I’m always the one given the task no one else sees as accomplishable. I do not stand back from a challenge.

I trust the above is a sufficient review of what drives me and the skills and attributes I bring.

Regards

Company: Outsurance (06/2019 to June 2022Current)

Motor Warranty Claims Manager –

Duties and Tasks include

Managing team of claim advisors

Managing productivity levels

Call centre management

Managing claim mandates

Monitoring claims paid

Managing claim rejection ratio

Managing cost deviations and instituting corrective measures

Approval of claims above advisor mandate

Approval of discretionary (Ex Gratia claims)

Training of advisors

Managing disciplinary transgression and appropriate actions

Attending management meetings

Product integration meetings and providing input

Producing monthly management reports on KPI’s

Ad hoc Exco and Opsco feedback

Manex reports

Company: Innovation Group (2016 to 05/2019)

Dealer Relationship Manager –

Duties and Tasks include

Maintaining the business relationship between Innovation Group, who manages the administrative aspects of a vast array of Client Value Add Products on their behalf, and the dealers who sell and submit claims on these products. Clients included are various motor vehicle manufacturers, banks and insurers.

• Relationship building by regular routine dealer visits.
• Provide Training and development of Dealers F&I and staff on new products and refresher training on existing products.
• Act as management escalation point for query resolution or escalation to Innovation Group.
• Assisting dealers in achieving their monthly value add products sales by offering product knowledge training to assist in closing deals, direct customer interaction. Act as liaison to push through marginal deals where possible.
• Convincing and converting dealers from selling competitor products to marketing and selling the Innovation Group Value Add Product
• Provide Routine feedback reports to Retail Sales Management.
• Analyze quality metrics, assess trends and opportunities
• Communicate Quality and Customer Experience Issues, challenges and contribute to developing clear understanding of issues from a quality and contractual perspective.
• Contribute to improving customer support by timeously / immediately responding to queries, escalations and handling complaints
• Focus on consistent improvement of service levels
• Create and maintain relationship by provide an excellent service to dealers and retail customers.
• Administrative functions such as invoicing of dealers for product sold.

Innovation Group –Johannesburg

Manager Specialist: Product Development

Duties and Tasks include

Developing and designing service plan, maintenance plan and warranty products to be rolled out to the various dealers and clients.

Managing the Product Development process from the concept phase to the final launch.

• Manage 8 staff members, including performance management and leave management and enforce compliance to processes and procedures
• Drafting of job descriptions for department and part of interview panel
• Establish and implement work procedures, practices and processes for rates and products
• Facilitate skills transfer and provide staff training The management of the Rates and Products department encompasses the following:

Service and Maintenance Plans Management

• Manage the Costing of service and maintenance plans
• Ensuring the pricing for service and maintenance plans are accurate and competitive.
• Ensuring that the pricing for the service and maintenance plans are current and that all manufacturer models are up to date.
• Manage maintenance of costing files.
• Manage the Monthly Loss Ratio Analysis and institution of corrective action.
• Update of CPK values on quoting system (Nucleus CMA).
• Competitor product comparative analysis.
• Provide technical support to the team
• Manage and maintain working relationships with clients with agreed Service Levels and contracts
• Setup new system for products and rates with iCT
• Manage the customer satisfaction survey
• Manage escalated issues by providing customer excellence and end to end service delivery
• Identify problems and evaluate trends
• Establish a demand plan to assist with budgeting

Manage Special Quotations

• Supplying Dealers and Sales Staff with special quotes for service and maintenance plans.
• Consultation with dealers and clients for the supply of special quotes for volume deals and Tender pricing.
• Manage warranty product costing.
• Compilation and Generation of splits and ensuring sign-off by relevant parties
• Loading of splits onto the Warranty management system (Nucleus CWA)
• Manage monthly Loss Ratio Analysis and institution of corrective action.
• Competitor product comparative analysis.
• Managing the development of Product policy wording in conjunction with the client.
• Ensuring that the policy wording is compliant with FAIS,CPA and other applicable legislation.
• Management of the printing and supply of policy booklets.
• Management of the stock levels of policy documents.
• Management and forecasting of Budget for department
• Manage nucleus administration system

Ford Motor Company of South Africa – Pretoria (2002-2008)

Fleet Business Manager

Duties and Tasks include

• Maintaining relationships with Fleet and Rental Companies to ensure the Ford and Mazda brands are on their buying list.
• Working to set sales objectives per fleet in my portfolio.
• Conquering of new Fleet clients and maintaining relationships.
• Gathering of competitor information and distributing to marketing team.

Vehicle Cost of Ownership

• Life Operating Cost Database.
• Supplying customers with Vehicle Life Cost data specific to application of vehicle.
• Comparative specification and Vehicle Life Cost studies.
• Identifying out of line parts costs and instituting corrective action. (Prior and after launch of vehicles.)
• Assessing Ford Classic residual values and their trends as well as competitor trends.

Relationship Building

• Relationship building with leasing and rental companies as well as major corporate fleets.
• Hosting technical and warranty training sessions with leasing companies.
• Regular monthly visits to major corporate fleet customers, leasing companies and rental companies.

Marketing and Technical Assistance

• Regular electronic correspondence to fleets regarding technical bulletins, part number and price updates, etc.
• Resolving customer concerns (technical and parts related) pertaining to major corporate fleets, leasing and rental companies.
• Formal reporting on technical concerns/problems from fleet customers to the technical division and monitoring corrective actions instituted.
• Auditing of leasing company vehicle data and cpk info systems.
• Monitoring the monthly Loss Ratio/Burn Rates of the Ford Maintenance Plan and recommending remedial action if required.
• New Model Vehicle competitor comparative evaluation of competitor manufacturer models prior to launch of new models and providing formal reports and recommendations on risks and possible changes.
• Compilation of Launch Package for leasing companies including specifications, service schedules and times and parts baskets to display the competitive advantage the new model has over that of the current market.
• Facilitating technical training for Fleet Owner Workshops.

Debis Fleet Management (Mercedes-Benz Finance) (1999-2002)

Local Content Warranty Analyst

Duties and Tasks include

• Reconciling warranty claims submitted to local suppliers.(i.e. crediting and debiting of accounts)
• Liaising with Dealer network, Local Suppliers and Manufacturing Plant in respect of locally supplied parts.
• Attending to Dealer queries with relation to Supplier rejections.
• Liaising with Suppliers in respect of Dealer rejection queries, account queries and technical queries.
• Supplying monthly reports on supplier accounts.
• Generating and analysis of month by month statistics on warranty claims.

Mercedes-Benz of South Africa (1995-1999)

Mercedes-Benz Warranty Claim Scrutineer

Duties and Tasks include

• Receiving Claim parts and Attachments.
• Plausibility Check on Claims.
• Manual Processing of Claims on Computer System.
• Handling Dealer Queries concerning Claims.
• Reconciliation of Supplier Claims (In Supporting Capacity).
• Capturing and Maintaining of Warranty
• Parameters on Claim System.
• Inspection and checking of warranty claim parts

Mercedes-Benz of South Africa - East London (1990-1994)

Apprentice Motor Mechanic

Duties and Tasks include

• Attend classes on basic motor vehicle technology
• Practical training on motor vehicles and components.
• Underwent training in basic metalwork and use of hand tools.
• Worked on a rotational basis through various areas of the manufacturing plant.

In-house Training

• Leadership Orientation Programme
• Customer Satisfaction Course

Knowledge and Skills

• Diploma Motor Mechanic , metal and engineering with 27 years’ experience in the motor industry.
• Certificate in Project Management with 8 years’ experience in projects management and product development for service maintenance, warranty products
• Experience in Performance Management
• Budgeting and Cost management experience
• Creating and implementing of departmental practices, procedures and processes.
• Experienced in developing of setting standard for quoting models
• Manage Quality and Client / Customer Surveys
• Conflict Resolution and people management skills
• Champion of Continuous Service Improvement and innovation
• IT Problem solving and Research skills
• Sound communication (verbal and written) and interpersonal skills
• Diversity management and leadership skills
• Excellent customer service skills
• Good experience in managing suppliers
• Facilities and Office Management knowledge
• Project management skills
• Knowledge Management Skills
• Facilitate skills transfer and provide staff training
• Contribute to department disaster recovery strategy to ensure business continuity