Who we are...

Verra Mobility is a global leader in smart mobility. Verra Mobility Commercial Services creates smart roadways, serving the world’s largest commercial fleets and rental car companies to manage tolling transactions and violations. Arizona-based Verra Mobility Corp. currently operates in 15 countries and in 22 languages.

We believe there is significant opportunity to further expand into Europe. We have established our European headquarters in Amsterdam, from which we have launched our tolling and violation management solution business in Europe in 2019. We further have offices in London, Paris, Madrid, and Budapest, with a workforce of close to 100 people.

Our European tolling business has established relationships with tolling authorities throughout Spain, Portugal, France, Italy, and Ireland, through which we offer interoperable electronic tolling directly to consumers, through white-label partnerships and to RAC customers, depending on location.

Additionally, our European violations business specializes in the identification, notification, and collection of unpaid traffic, parking and public transport related fees, charges, and penalties issued to foreign registered vehicles or persons on behalf of issuing authorities in more than 17 European countries. We provide our services in more than 20 languages and more than 10 currencies and to leverage existing connections with approximately 30 vehicle licensing authorities and over 600 toll and ticket-issuing authorities for whom we bill violators in more than 135 countries.

Position Overview

The Operations Manager is responsible for the overall operational success of the Violations Business. The position is responsible for maintaining operational performance service-level agreements (SLAs) and serving as the primary liaison for other internal business groups. The position is also responsible for driving process excellence, managing quality assurance and the (KPI) reporting process. This position is both people and data intensive; it requires excellent leadership, critical thinking, organizational, data analysis and communication skills. This position will report to the Operations Director Europe within Verra Mobility’s Commercial Services division.  

Responsibilities

• Team Leadership, including work guidance, development, performance reviews, retention and recruiting efforts. Foster an environment that encourages and enables others to build skills and develop their careers
• Workforce management, including volumes, capacity, and cost planning which includes creating and maintaining operational performance service level agreements (SLAs) and KPIs
• Directly manage, proactively research and analyze complex data to identify and resolve process issues and implement and monitor solutions against expectations.
• Develop diagnostic and/or data tracking tools to measure defects; and make recommendations for cost efficiencies. Forecast operational results based on identified data trends.
• Increase process maturity by documenting business and operational processes for utilization in training and day-to-day work activities
• Increase processing effectiveness by identifying opportunities for continuous improvement, designing/implementing solutions that reduce defects, improve throughput, quality, business profitabilityand customer satisfaction. Serves as a change-agent in helping to implement process and/or organizational change efforts across the department.
• Develops and continually strengthens working relationships with other internal departments, customers, and third-party vendors

Qualifications

• Bachelor’s or master’s degree in business, management or related field
• 8+ years’ experience of increasing responsibility in operations and/or business process outsourcing roles in high-volume transaction processing environments.
• 8+ years of effective people leadership including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing a partial remote team.
• Strong critical thinking and problem-solving abilities and show initiative, as evidenced by analyzing data to evaluate performance and transactional quality of business and systems processes.
• Comfortable working in a fast paced, highly changing environment. Ability to prioritize, multi-task and meet all assigned deadlines.
• Proven track record of building and maintaining effective internal and external working relationships.
• Demonstrated business process engineering/re-engineering experience using Lean Six Sigma process improvement methodology. The continuous improvement activities require strategic, creative and forward thinking.
• Demonstrated ability to use a wide variety of problem-solving tools including A3, 5 Why’s to conduct root cause analysis and/or design process improvements
• Strong computer skills using Microsoft Office (Especially Excel and Sharepoint). Preferable general SQL knowledge
• Excellent verbal/written communication and presentation skills including collaborative management style.