Manager, Re-registration
hace 2 semanas
Get started on an exciting career at Element_
Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
Create a culture that prioritizes people, leading to high employee satisfaction, strong retention of employees and clients, and promoting employee development.
Provide leadership for Mexico based Re-Registration team to ensure Element client needs are met.
Implement the documented Registration renewal strategy & process SOPs, ensuring MX team is directly complementing our program priorities.
Ensure that operational activities remain on time and within budget.
Drive value to clients by ensuring consistency in service delivery across North American Re-Registration team
Perform proper root cause analysis and engage to improve processes for delivery across the Re-Registration team
Represent Element interest with clients by adhering to cultural values and ethics
Seek out new technologies and Best in Class processes to ensure Element is an industry Leader in the Re-Registration space.
Duties
Strategic Leadership
- Build and maintain a team environment that fosters Element’s Ways of Working
- Identify risks and challenges in the Re-Registration Environment; recommend actions to resolve.
- Develop best-in-class operating procedures that exceed client expectations.
- Establish quality management practices within the Re-Registration team to exceed Client Expectations.
- Develop Change Management plans that minimize disruption through program evolution.
- Leverage client needs and demands to inform the development of offerings.
- Drive maximum Re-Registration penetration for Element transactions.
People and Performance Management
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution. Develop and monitor staff performance, ensuring consistency in service delivery.
- Implement compliance protocols to ensure the department operates within legal and client frameworks.
- Deliver business metrics monthly with root cause assessments for all variations against forecast.
- Provide coaching to Team Leaders (as applicable) while ensuring front line receive a twice monthly performance review.
- Prioritize daily workflow in a manner that beats Cycle Time targets and Vehicle Compliance goals.
- Establishes capacity requirements and maintains the headcount required to manage forecasted volumes.
Client Management
- Drive customer satisfaction by exceeding consistent client experience verified by NPS score.
- Partner with cross-functional teams and clients to manage and exceed customer expectations.
- Maintain a reputation for reliability by ensuring status updates on client requests are provided regularly and timely.
- Respond to escalations/CSIs in 48 hours and close with root cause preventative actions.
- Participate in regular performance meetings with clients, seeking feedback on performance and offering guidance to optimize the Title and Registration process.
- Represent Collateral Services in client escalation meetings; using feedback to enhance service delivery.
- Partner with key stakeholders to identify Value Added services that drive revenue and client retention.
Financial Management
- Maintain OPEX within established budget.
- Forecast monthly Revenue at the charge code level and reconcile with actuals at month end
- Manage vendor & partner costs through vendor mix management and vendor negotiations
- Manage partner vendor performance with regular performance reviews and quality metric assessment
Position Requirements
—Education and Experience
- Bachelor’s Degree in operations management, business administration or 3 - 5 years of equivalent experience with at least 1-2 years of direct people management experience.
- Management/planning skills to manage staff and complete projects within established timeframes
- Ability to operate in a rapidly changing environment with a sense of urgency, and to develop and deploy changes to positively impact service delivery
- High degree of initiative and flexibility. Ability to lead through changes to the work environment volume, business processes, systems and other changes
- Excellent interpersonal skills. Must be able to successfully interact multiple levels in the organization
- Strong business acumen and ability to understand financial outcomes
- Demonstrate project management and organizational skills. Must be able to effectively lead and coordinate cross-functional teams to deliver desired results in the time frame required. Must be able to evaluate and effectively prioritize several projects independently. Effective delegation skills, utilizing the talents of the team while maintaining an appropriate le
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