Job Description
Regional Performance Manager — Insurance Carrier Performance
Classic Collision
- Purpose
The Regional Performance Manager is responsible for improving insurance carrier performance, protecting carrier relationships, and helping Classic Collision earn and maintain top carrier tier rankings in the market.
The RPM is the point of contact for carrier performance, reporting, training, coaching, and follow-up.
- Core Responsibility
The RPM owns carrier performance execution across the market.
Primary responsibilities include:
- Serve as the main point of contact for insurance carriers.
- Build and maintain carrier relationships.
- Gather carrier scorecards, reports, updates, and tier-ranking information.
- Track carrier performance by center.
- Identify low-performing centers.
- Hold weekly calls with low performers.
- Visit centers that are not improving.
- Train GMs, Service Advisors, and estimators on carrier expectations.
- Review estimates and files for accuracy.
- Send weekly carrier performance updates to the AVP, Regionals, and market.
- Arrange carrier meetings with leadership.
- Recognize and celebrate high-performing centers monthly.
- Weekly Requirements
Each week, the RPM must:
- Review all available carrier reports and scorecards.
- Identify centers below expectation.
- Hold calls with low-performing centers.
- Follow up on prior action items.
- Communicate carrier updates to Regionals, AVP, and market leadership.
- Contact carrier reps as needed.
- Review files or estimates tied to poor performance.
- Document progress, risks, and next steps.
- Low Performer Process
When a center is underperforming, the RPM must:
- Identify the specific carrier metric being missed.
- Review the related files, estimates, or scorecard data.
- Meet with the GM, Service Advisor, estimator, and Regional.
- Create a clear action plan.
- Assign owners and due dates.
- Follow up weekly until the issue is corrected.
- Visit the center if remote coaching does not improve performance.
- Escalate continued failure to the AVP and Regional.
Lower performers may be identified through:
- Poor tier ranking
- Low assignment volume
- High LOR
- Poor cycle time
- Estimate accuracy issues
- CSI concerns
- Carrier complaints
- Poor supplement handling
- Missing documentation
- Repeat compliance issues
- Center Visit Expectations
The RPM must visit centers when performance is not improving.
During the visit, the RPM will review:
- Active carrier files
- Estimates
- Supplements
- Photos
- Documentation
- Scan and calibration support
- Rental exposure
- Customer communication
- CSI risks
- Service Advisor understanding
- GM follow-up
Before leaving, the RPM must document:
- What is wrong
- What must change
- Who owns it
- Due date
- Follow-up date
- Estimate and File Review
The RPM will review files for:
- Estimate accuracy
- Proper labor operations
- Correct parts selection
- Photo support
- Supplement accuracy
- Carrier-specific requirements
- Scan and calibration documentation
- Final bill accuracy
- Missed charges
- Unnecessary delays
The goal is to correct repeat errors and improve carrier confidence.
- Carrier Training
The RPM is responsible for training centers on each carrier’s requirements.
Training must include:
- Scorecard expectations
- Tier-ranking impact
- Estimate requirements
- Documentation standards
- Photo requirements
- Supplement process
- Rental/LOR expectations
- Cycle-time expectations
- CSI expectations
- Communication standards
Training must continue until the process improves.
- Weekly Update Email
The RPM will send a weekly update covering:
- Carrier performance summary
- Tier-ranking changes
- Centers improving
- Centers declining
- Low performers
- KPI misses
- Carrier feedback
- Training completed
- Center visits completed
- Open action items
- Next week’s priorities
The update must be clear, factual, and action-based.
- Monthly Responsibilities
Each month, the RPM will:
- Identify top-performing centers.
- Coordinate recognition or cookouts for high achievers.
- Share best practices from top performers.
- Arrange carrier/client meetings as needed.
- Review market-level carrier trends with leadership.
- Identify centers needing deeper intervention.
- Escalation
The RPM must escalate to the Regional and AVP when:
- A center repeats the same failure.
- Tier ranking drops.
- Carrier assignment volume is at risk.
- A carrier raises a serious concern.
- A GM or Service Advisor does not follow the action plan.
- Coaching does not produce improvement.
- Compliance issues continue.
Escalation must include facts, data, action taken, and the recommended next step.
- Performance Standards
The RPM will be measured on:
- Carrier relationship strength
- Weekly reporting completion
- Improvement in low-performing centers
- Tier-ranking movement
- Estimate accuracy improvement
- LOR and cycle-time improvement
- CSI protection
- Training execution
- Follow-up discipline
- Carrier feedback
- Market communication
- Non-Negotiables
The RPM must:
- Know every carrier’s performance position.
- Communicate weekly.
- Act before carrier issues become larger problems.
- Coach low performers directly.
- Visit centers when performance does not improve.
- Review files, not just reports.
- Follow up until the issue is fixed.
- Build strong carrier relationships.
- Drive results without waiting to be told.
- Success Definition
The RPM is successful when Classic Collision improves carrier trust, protects and improves tier rankings, increases assignment opportunity, corrects low performers, improves estimate accuracy, reduces carrier friction, and keeps leadership fully informed.
