Senior Director

Job Description:

JOB OVERVIEW

This position will become the enterprise-wide process owner for Registration Renewals, and eventually have other services they will lead . This role includes end to end process ownership including, building tools to monitor and managing the execution within the supply chain, and oversight of AP and Client Billing. This role will partner with upstream leaders in areas like jurisdictional requirements and laws, and Initial Registration to improve overall service delivery. Through multiple direct reports, this leader will provide world class customer service and technical expertise to Wheels clients and create meaningful relationships with high performing vendors that contribute to Wheels corporate goals and objectives. A key responsibility of this leader is to meet and collaborate regularly with client to understand their needs and our gaps to build value added solution. This highly visible leadership position will partner with other senior leadership to create a vision and set strategies that will ensure ongoing growth and opportunity for Wheels and its associates. This role will be at the forefront of driving innovation and industry leading service – process, people and technology for the products they look after.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• This position is responsible for ensuring accurate processing, oversight, and reconciliation for client billing and accounts payables of over 1 million transactions.

• Create and deliver annual business plans, investment business cases, and performance corrective plans to Executive Leadership.

• Budget creation and management for 4 different cost centers.

• Product line profitability oversight for Renewal, Tolling and Violations service offerings.

• Responsibility includes identification and mitigation of risk as well as process and service delivery of support departments such as Driver Services and Client Services.

• Develop and implement the strategic direction for the Renewals, and other services as assigned service delivery . Ensue strategy is aligned with the company’s overall goals and strategic direction.

• Develop and implement organizational strategies to drive needed improvements in Responsiveness, Quality and Efficiency. Continually analyze the end-to-end process seeking opportunities to improve client satisfaction and process efficiencies.

• While not directly responsible for Procurement or Vendor Management, this role will work closely with both departments to develop vendor management service strategies for these areas. This role will participate in supplier business reviews and will partner with suppliers as needed, to drive needed quality and operational improvements.

• Establish and maintain strategic relationships with all jurisdictions (DMV’s), AAMVA, and vendors.

• Support contract negotiations based upon contract renewal dates and business priorities. Maintain continual focus on optimizing Wheels income from vendor partnerships by monitoring shifts in volume, change in market share, client utilization, network coverage and competitive pricing.

• Regularly meets with clients and prospects to review service offering, collaborate to understand client needs, and create potential value added solutions.

• Manage escalated performance issues impacting these functional areas. Partner with Wheels departments to ensure appropriate levels of support and responsiveness for our clients.

• Interact with clients and prospects as a subject matter expert who can articulate the organization’s capabilities and measurable results, as well as the unwavering commitment to excellent service.

• Lead technology and organizational initiatives to ensure alignment with clients’ expectations and improvement of the customer service experience.

• Maintain and foster a highly collaborative culture that exists at Wheels and drive a spirit of accountability, continuous improvement, and high quality. Use technology and best practices methodologies to streamline work processes and improve overall quality and productivity. Drive continuous improvement through above departments.

• Identify specific, measurable performance standards that can be monitored and reported effectively to both internal and external stakeholders as appropriate. Contribute to the financial success of the business through effective budget/financial management. Oversee the preparation of monthly, quarterly, and annual department operating reports.

• Track, measure and analyze performance for all departments and develop metrics/analytics that establish the effectiveness of operations.

• Drive high performance team through effective leadership. Develop employees to optimize contributions and build future leaders. Maintain a positive, productive quality-centric culture that creates awareness and transparency to service failures to generate meaningful and sustainable service improvements. Develop a positive work environment through creative, sustainable programs that encourage employee participation, promote individual growth and development, and minimize turnover.

• Hire, develop and retain staff.

• Stay current on emerging trends and proactively identify new opportunities that have a favorable impact on Wheels and our clients.

LEADERSHIP RESPONSIBILITIES

Number of Direct Reports

Number of Indirect Reports

Budget/PNL Responsibility

3

90

yes

Leadership Responsibilities Strategy

• Hire, develop and retain staff.

COMPETENCIES - SKILLS

• Proven people leadership skills and the ability to build and manage a team of professionals. Ability to motivate and drive high performance.

• Previous experience managing supply chains and vendor performance.

• Knowledge of process improvement methodologies with experience in delivering measurable results. Experience with LEAN and Sigma methodologies.

• Experience in developing contingency plans and managing operational risk.

• Strong presentation skills and client exposure.

• Exceptional interpersonal and the ability to influence across the organization

• Strong change management experience, with a demonstrated ability to maintain service excellence during periods of significant operational transition

• Experience leading large complex projects including planning, execution, and monitoring.

• Results focused with an unwavering commitment to clients and employees.

• Proven ability to build strong relationships across business units at the executive, peer, and subordinate level.

• Ability to think strategically, multi-task, and develop strategic business plans.

• Experience in improving customer satisfaction through operational excellence.

• Strong analytical and financial/budget management skills.

• Some travel required, including international.

• Valid passport required.

EDUCATION AND EXPERIENCE

• BA or BS degree required preferably in Operations management. Advanced degree a plus.

• Minimum 15 years of business-to-business experience and driving process/systems improvements.

• Minimum of 10 years Fleet management experience recommended

• Minimum of 10 years of leadership experience and in progressively responsible positions.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  This position is in Illinois and operates in a professional office environment

Positions Type/Standard Schedule:  This is a full-time position, Monday through Friday.

Travel:  Travel: Occasional travel (less than 10%) is expected for this position.

Physical Demands:  While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our 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.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

EEO Statement
 

Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.