Supervisor, Compliance Services - Renewals

At Wheels, leaders are expected to model and champion our cultural attributes through their actions: Discipline Drives Quality - Plan the Trip: Think proactively, hold a high bar, Oversee the daily work activities of employees including registration renewal specialists, reg ex specialists, driver fulfillment and support staff.

Job Description:

JOB OVERVIEW

Supervise title & registration personnel ensuring client satisfaction through effective and efficient execution of Registration Renewals and related services. Work to develop and coach a team of registration specialists through the management of day-to-day functions and responsibilities within Compliance Services.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Customer Service:
• Maintain a good rapport with internal and external clients.
• Proactively communicate issues impacting external and internal clients
• Promote a culture focused on the overall customer experience.
• Handle customer inquiries, escalations and service recovery situations
• Vendor Management
• Establish and maintain good working relationships with tag agencies and DMV's.
• Identify cost saving opportunities with tag agents.
• Hold tag agents accountable for results.
• Process Improvement/Quality
• Maintain a culture focused on continuous improvement; encourage employee engagement as it relates to process improvement and Lean methods.
• Help identify opportunities to improve processes.
• Oversite of exception reporting including but not limited to client billing records, file handling and aged requests.
• Monitor and analyze performance metrics to identify trends or opportunities where cost savings/cost avoidance and/or quality improvements can be realized.
• Maintain process maps and standard operating procedures as required.

LEADERSHIP RESPONSIBILITIES
Number of Direct Reports:

• 7-17

Number of Indirect Reports:
Budget/PNL Responsibility:
Leadership Responsibilities Strategy:

• Oversee the daily work activities of employees including registration renewal specialists, reg ex specialists, driver fulfillment and support staff.
• Monitor productivity, prepare monthly reports, maintain attendance records, coordinate employee schedules, and prepare payroll.
• Provide assistance and guidance in prioritizing workload, coordinating team efforts, ensuring quality services, and exceeding commitment to clients.
• Ensure employee accountability for timely & accurate transaction processing.
• Establish and maintain a collaborative service structure including setting expectations, reward and accountability.
• Interview candidates, prepare training schedules, assess training needs and coordinate continuing education opportunities for team members.
• Aid in implementation of new processes including system enhancements to better support daily operations and customer expectations, i.e., Salesforce.
• Coach, develop job skills, establish performance expectations, give feedback and recognition, take corrective actions, and assist management with hiring and written performance appraisals.

COMPETENCIES - SKILLS

• Ability to lead by example and supervise professionally.
• Collaborator, team focused.
• Coach and assist employees.
• Self-motivated, able to work independently.
• Solid written/oral communication, facilitation and presentation skills
• Strong computer skills - proficient with office suite applications Windows, Word, Excel PowerPoint and Access.
• Abilities to multi -task/manage large volume effectively and efficiently.
• Provide excellent customer service (internal and external).
• Must possess organizational, analytical, process improvement, research, and reliability skills.

EDUCATION AND EXPERIENCE

• Bachelor's degree preferred.
• 3-5 years previous supervisor experience in a service industry environment
• 3-5 years customer service experience

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity - Always act with integrity and honesty.
• One Team - Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation - Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success - Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, leaders are expected to model and champion our cultural attributes through their actions:

• Discipline Drives Quality - Plan the Trip: Think proactively, hold a high bar,