Divisional Quality Claims Supervisor

Avery Dennison Label and Graphic Materials is seeking a Quality Supervisor to join the Divisional Quality Team in our headquarters office in Mentor Ohio. The Supervisor will lead and provide direction to a team of Customer Quality Admins and Analysts to deliver world class quality services for Avery Dennison Customers internally and externally.  The primary goals include driving Employee Engagement Safety Customer Service product quality and claims process improvements. This role reports to the Sr. Divisional Quality Manager.

Activities may include but are not limited to:

• Team leadership in performance planning and career development 

  • Establish goals track performance and provide feedback with minimal guidance for team of Quality Admins and Analysts leading claim investigation 

  • Adjust resourcing as required to deliver results which may include posting and hiring new roles 

  • Perform general management duties exercising usual authority concerning Team performance appraisals promotions and performance management. Responsible for training and development employees estimating resource/labor needs assigning work meeting completion dates interpreting and ensuring consistent application of organizational policies. 

  • Develop and maintain a succession plan for your Team

• Leading the team to achieve the Quality Team Mission and Goals 

  • Prepare and communicate and interpret  metrics / results weekly and monthly 

  • Audit claim entries to ensure accuracy for proper claim investigation 

  • Drive step change improvements in leading and lagging metrics including response times claim entry time claim closure time claim cycle time and OPLH (resources required to process claims)

• Improving the Overall Customer Experience 

  • Speak directly with Customers to ensure a positive Customer experience during claim processing and to gain feedback on our processes and their experience. 

  • Take action to address opportunities for improvement with customer interactions from feedback in the external survey or internally with Sales partners

  • Lead improvements as a team addressing specific focus areas measured in the customer survey key performance indicators

• Supporting the team in daily claim processing 

  • Manage the overall resourcing workload of the team - pull triggers to adjust team responsibilities to balance capacity 

  • Lead and improve our Management for Daily Improvement (MDI) and other lean sigma tools and processes.

  • Maintain the group email group voicemail mailroom process and other various claim sample handling processes

  • Develop and lead a training process within the team ensuring there is a cross training matrix maintained on the team for back ups 

  • Maintain the working Dashboard for the teams key performance indicators

  • Lead and resolve claim related issues with Customers Sales leaders Marketing Customer Service Manufacturing plants and suppliers

  • Perform data analysis lot trace and containment activities

  • Create implement and/or update and maintain critical work instructions and controlled documents to ensure consistent claim processing 

• Leading initiatives to improve overall Claims processing 

  • Complete data analysis to determine root cause and to identify priority projects.

  • Act as the escalation point to support and manage as a back up the end to end claims process 

  • When required work directly in the system to complete claim entry investigations such as lot trace to bring claims to closure 

• Personal performance management and development 

  • Act as a team role model and change-agent. Positively lead and influence team members to partner together to achieve individual and business goals. Model and promote the Corporations Code of Business Ethics and Values

• Maintain compliance to the ISO9001 Quality Management System.  Create and implement new ISO procedures work instructions and documents

• Lead aspects of our Management Review process

• Provide vacation coverage for the Divisional Quality Leaders as required 

• Perform other duties as assigned  

Qualifications :

• BS degree in Mechanical Chemical or Industrial Engineering); or a degree Finance or Accounting. (Consideration may be given for a candidate with demonstrated equivalent experience)

• Minimum 3 years in a manufacturing environment continuous improvement or engineering 

• Prior people leadership preferred

• Minimum 2 years of working in a ISO 9001:2015 quality environment preferred

• Travel < 5% (Customer travel manufacturing site support internal audits)

• This position will be on site full time in HQ office in Mentor OH

• Note: The Team of Quality Admins work split time on site and remote the Analysts are on site 4 days 1 day remote  

• Proven ability to create SMART objectives with milestones (improvement project plans).

• Proven ability to effectively communicate to Customers

• Demonstrated experience creating procedures processes programs and practices under ISO 9001 (or a similar quality system) to ensure continuous improvement conformance and efficiency of the quality system.

• Strong statistical analysis and problem solving skills. 

• Experience handling multiple responsibilities with minimal direction.

• Lean and Six Sigma certification preferred

Additional Information :

The salary range for this position is $76k-$102k for candidates with less than 5 years relevant experience. Candidates with more experience will be considered with a range of $85k-$113k.

The base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range and in some circumstances may be above or below the range based on various factors including but not limited to a candidates relevant skills experience education and training and location as well as the job scope and complexity responsibilities and regular and/or necessary travel required for the position which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time subject to applicable law.

All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

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Remote Work :

No

Employment Type :

Full-time