Richard Rattray

Experience

• 

  Arnold Clark Vehicle Management

  Apr 1994 - Aug 2007

  Panel Beater

  Based in Glasgow, Scotland. I completed my 4-year Apprenticeship in Light Vehicle Body Repair between Apr 1994 and Apr 1998 before continuing to work a further 9 years with this organization as a qualified Tradesman. Duties included all aspects of Vehicle Body Repair. During this time i successfully coached and mentored 2 apprentice Panel Beaters through their training.

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  Toombul Road Paint and Panel

  Jan 2008 - Jul 2008

  Panel Beater

  Duties here included all aspects of Vehicle Body Repair to reinstate accident damaged motor vehicles to their pre accident condition sing the appropriate manufacturer approved repair practices.

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  IAG

  Jul 2008 - Nov 2022

  Managing Operations of Motor Assessing in Southeast Qld including 2 Motor Assessing Teams, 1 Technical Assessing Coach, 1 Repairer Performance Consultant and 1 Auditor. I am responsible for the monitoring and guidance of the business unit to deliver business outcomes in line with legislation and regulatory codes, contracts, and frameworks whilst liaising with other members of the Operations Team and IAG Supply Chain. I proactively look for areas of improvement and implement corrective actions where necessary. I have overseen the rollout of IAG’s Repairhub joint venture model in QLD and overseen the management of the Halloween Hailstorm in 2020 for IAG QLD. I have managed through the complexity of the COVID-19 Pandemic ways of working that delivered consistently partially exceeded outcomes in culture/leadership effectiveness KPI’s. Show less Managed a Team of 10 Motor Assessors through the rollout and implementation of IAG’s “SANDS” Partner Repairer Model on the Sunshine Coast, Brisbane and the Gold Coast. I was responsible for customer service and cost control targets, coaching and mentoring frontline staff, supplier management of a group of smash repairers to KPI’s and Reporting to IAG Assessing Operations. My other duties here including resourcing of staff to ensure service levels are kept up and managing customer complaints at service level through appropriate legislative frameworks. Show less I managed a small satellite site for IAG under the NRMA Insurance banner. The site comprised of a small Motor Assessing Team, Motor Assessing Support Staff and a Retail Section. The site was responsible for completing drive in assessments of the motor vehicles of our customers with motor insurance claims and allocating the appropriate smash repairer after completing a damage assessment. I was responsible for managing the work scheduling for the site, health and safety of the site/staff and the KPI’s in relation to customer satisfaction, claims cost and productivity and budgetary requirements. Show less This role for me began as the Senior Motor Assessor within IAG’s drive in claims centre based in Salisbury where I was responsible for giving technical advice and support on repair methods to a team of Motor Assessors. The role also entailed being an escalation point on site for customer disputes in relation to claims validity or damage consistency. I kept the role title but moved teams in 2010 to IAG’s Complex Motor Assessing Team that was responsible for assessing towed vehicle claims in the field and total loss vehicles. In addition to this I distributed work allocations and monitored productivity of the team. Show less

  • Operations Manager, Motor Assessing Qld Metro

    Sept 2018 - Nov 2022

  • Relationship Manager, Motor Assessing QLD Metro

    Jun 2014 - Sept 2018

  • Motor Assessing Team Manager QLD Rural and Complex Assessing

    Dec 2013 - Jun 2014

  • Motor Assessing Site Manager, Gold Cost Care and Repair Centre

    Jul 2013 - Dec 2013

  • Senior Motor Assessor

    Sept 2009 - Jul 2013

  • Motor Assessor

    Jul 2008 - Sept 2009
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  RACQ

  Nov 2022 - now

  • Motor Assessing Team Manager

    May 2023 - now

  • Motor Partnership Specialist

    Nov 2022 - May 2023