Manager, Title Management

Wheels, Inc. • Schaumburg, IL

23h • Onsite

About The Position

The role of the Manager, Title Management is to manage employee performance against the Title Management product commitments and expectations within both Core Fleet Registration and Truck Teams. This would involve partnering with various internal and external organizations to proactively improve operations and resolve issues. The Manager, Title Management will interact with clients, drivers and vendors and internally with all Wheels personnel as it relates to various Title Management services. The Title Management team oversees the entire title process including receiving, scanning, managing over 700,000 titles on hand. This team is also responsible for analyzing what is missing and developing action plans to reorder any missing titles. This is a process ownership role with complete ownership for the Title Management process. The team also manages all the Power of Attorney affidavits from clients. The Manager, Title Management will manage against departmental objectives and provide coaching and process improvements across all areas within Compliance Services. While balancing these performance expectations, the manager will also drive quality and consistent delivery of services through support of the department key performance indicators. High focus on client satisfaction is required in this role and as such focus on quality improvements as crucial. Because this role reports to the VP of Asset Management, this role is also responsible for developing the process improvement strategy and roadmap for the Title Management process.

Requirements

• Exceptional communication skills, and the ability to navigate difficult situations effectively and ensure client satisfaction
• Strong problem-solving and decision-making skills
• Effectively present information to management, employees, internal / external clients and licensing authorities
• Coach all level employees to help them succeed
• Analyze and interpret legislative changes
• Resolve client concerns by supporting processing guidelines and best practices
• Organize work in a multi-faceted role to balance priorities
• Knowledge of Windows, Excel, Access, PowerPoint, Salesforce, Tableau and any other systems as introduced into the operation
• Work effectively in a team structure. Lead with collaboration and team alignment.
• Work with ever changing priorities and tight deadlines to meet jurisdictional changes
• Improve operational efficiency through re-engineering of processes and procedures
• Prepare and deliver presentations on any registration related topic to various audiences from clients to executive leadership
• BS in Business or equivalent work experience.
• Knowledge of fleet industry.
• Minimum of 4 years successful processing and personnel management.
• Experience measuring and managing processes and workflow and proven experience developing and implementing process improvements.
• Strong formal presentation, communication (verbal, written), negotiation and interpersonal skills.

Responsibilities

• Support established departmental KPIs, initiatives, project goals while monitoring progress and opportunities for improvement.
• Provide direct guidance to leadership staff through transition of process improvements.
• Monitor department outlier reporting to further redefine processes improvements for client satisfaction.
• Meet with clients via phone / in-person to establish processing protocol and support.
• Act as focal point for resolution of internal / external client issues.
• Aid in maximizing revenue of L&T services, improve processes to support reductions of internal expenses.
• Manage expenses to ensure within budget
• Maintain high level communications with internal customers including, Sales, Account Management, Client Services, Driver Services and other operational teams as needed.
• Prepare and deliver presentations to both clients as well as prospects on services provided by the Title Mgmt department.
• Manage the Title Management Program which includes tracking titles to receipt, coordinating with department to ensure titles are pulled in a timely manner.
• Analyze improvements for the Title Mgmt department and processes including the streamlining of the duplicate title process.
• Maintain current knowledge of state titling laws and requirements with retrospect to L&T and pass on through daily communication with management, Wheels personnel and clients.
• Create and maintain a work environment that encourages and promotes teamwork and high morale while achieving established department objectives
• Responsible for staffing specific areas of the Title Management department, including but not limited to hiring, training, coaching, bi-weekly time sheets, and all areas of performance evaluations.
• Lead a team of one Supervisor and 6-7 direct reports ensuring that performance expectations are met while fostering a positive, high performing team culture.
• Supervise process improvements for all title management related services.
• Interview, hire, and coordinate training of employees; review performance; rewards and discipline employees.
• This position’s leadership responsibilities involve displaying drive and purpose, developing adaptability, increasing your capacity to learn and increasing self-awareness.

Benefits

• Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care.
• Please click here for an overview of the benefits available to you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager