Bilingual Manager - Legal Resolution

WHAT YOU WILL DO

The main objective of the individual in this position is to lead the Legal Resolution team and is accountable for the effective, timely and professional management of all matters involving product liability allegations, pre-litigation disputes, Small Claims Court proceedings and applicable arbitrations. The position supervises and develops Legal Resolution Specialists, establishes case strategy and service standards, reviews significant decisions and settlements, and ensures files, court materials, reporting and internal records are accurate and complete. The manager also handles or directs complex matters, represents Hyundai Auto Canada Corp. where appropriate, and provides clear advice, trends and recommendations to the National Manager, Safety and Compliance and other stakeholders.

HOW WILL YOU MAKE AN IMPACT

• Lead, coach and supervise Legal Resolution Specialists, including work allocation, case reviews, escalation support, quality oversight, performance feedback and professional development.
•  Ensure cases are managed efficiently, consistently and discreetly, with complete and accurate files, timely follow-up and professional service to internal and external customers.
• Establish and approve resolution strategies for product liability allegations, pre-litigation matters, Small Claims Court claims, arbitrations and other escalated customer concerns.
• Provide strategic direction and exercise sound judgment regarding risk, negotiation approach, settlement parameters and escalation to supervisor.
• Oversee procedural and substantive small claims and arbitration matters, including case assessment, pleadings and filings, evidence, witness preparation, hearing strategy and coordination of National, Zone and Dealer participation.
•  Represent Hyundai Auto Canada Corp. in Small Claims Court and applicable arbitrations where required and ensure team members are appropriately prepared and supported when representing the company.
• Ensure all required court and arbitration documents are prepared and filed on time and that key milestones, risks and outcomes are communicated to relevant stakeholders.
• Negotiate settlements and other arrangements with customers, counsel, dealers and applicable stakeholders within approved authority and company objectives.
• Maintain effective controls for case intake, assignment, monitoring, documentation, confidentiality, retention and closure, including accurate and current tracking tools and internal records.
• Prepare and present status reports on case inventory, outcomes, trends, emerging risks, settlement activity and operational performance to HACC senior leadership monthly.
• Identify recurring issues and recommend improvements to policies, processes, templates, training and cross-functional coordination.
•  Build collaborative working relationships with Customer Relations, dealers, field staff, internal counsel, business teams and external parties involved in case resolution.
•  Take on case handling of matters as required to manage team workload, particular in the Quebec region.
•  Support the supervisor in managing product liability matters and the Legal Resolution function, and act as the principal escalation point for day-to-day team operations.

WHAT YOU WILL BRING TO THE ROLE

• Completion of an undergraduate degree in engineering or automotive technical discipline, or an equivalent combination of education and relevant experience.
• 7+ years of relevant experience in legal resolution, customer escalations, claims, litigation support, dispute resolution or a similar function.
• Bilingual proficiency in English and French is required.
• Practical experience with negotiation, settlement development, case strategy and the preparation of matters for Small Claims Court or arbitration.
• Experience in the automotive industry, customer relations, product liability or a regulated corporate environment is preferred.
• Demonstrated experience leading people, assigning work, coaching employees and overseeing complex case portfolios.
• Strong people management, coaching and team development skills.
• Excellent judgment, critical thinking, problem-solving and decision-making capabilities.
•  Advanced negotiation, conflict resolution, persuasive communication and oral advocacy skills.
• Ability to analyze complex information, assess risk and develop practical, defensible recommendations.
• Excellent verbal and written communication skills, including active listening and the ability to explain the company’s position clearly and professionally.
• Strong organizational, case-management, prioritization and attention-to-detail skills.
• Knowledge of Customer Relations principles and applicable Small Claims Court and arbitration processes.
• Occasional travel may be required for court, arbitration, or dealer meetings.
• Attendance at hearings and response to time-sensitive matters may occasionally require work outside regular business hours.

OTHER DETAILS