Servicing Operations Manager
Location:
Phoenix , Arizona
Posted:
February 08, 2017
Reference:
153082801
The Specialty Operations Manager will report directly to the Head of Partner Support. The Specialty Operations Manager will establish and manage numerous specialized teams within the Partner Support area (which may include: Estates, Bankruptcy, SCRA, Training, QA Monitoring, Payment Processing, Invoicing and Accounts Payable). The Specialty Operations Manager will build out these teams and ensure each team and process is compliant with Xchange Leasing Policy and all state and federal laws, regulations or requirements.
The Specialty teams will be a critical role in the future success of the latest and exciting Client Company. The Specialty teams will manage specialized areas within auto servicing and establish a new process that will become the industry standard.
Goals and Strategies:
Each of the specialized servicing teams will be developed and trained by the Specialty Operations Manager. The specialty associates will develop a successful way to service accounts that is simple, efficient, sustainable and repeatable. A critical function of this role will be to develop and motivate associates and team(s).
• Create individual processes for each specialty area
• Ensure compliance with all state and federal requirements
• Have great attention to detail
• Live and promote the Client value of treating each customer with respect and dignity at all times

The Specialty Operations Manager will report directly to the Head of Partner Support. The Specialty Operations Manager will establish and manage numerous specialized teams within the Partner Support area (which may include: Estates, Bankruptcy, SCRA, Training, QA Monitoring, Payment Processing, Invoicing and Accounts Payable). The Specialty Operations Manager will build out these teams and ensure each team and process is compliant with Xchange Leasing Policy and all state and federal laws, regulations or requirements.

The Specialty teams will be a critical role in the future success of the latest and exciting Client Company. The Specialty teams will manage specialized areas within auto servicing and establish a new process that will become the industry standard.

Goals and Strategies:
Each of the specialized servicing teams will be developed and trained by the Specialty Operations Manager. The specialty associates will develop a successful way to service accounts that is simple, efficient, sustainable and repeatable. A critical function of this role will be to develop and motivate associates and team(s).

* Create individual processes for each specialty area
* Ensure compliance with all state and federal requirements
* Have great attention to detail
* Live and promote the Client value of treating each customer with respect and dignity at all times
* Have a desire to motivate and grow associate knowledge and experience base
* Develop specific action plan for each area that is monitored and ensure goals are met consistently
* Provide updates to associate and teams on monthly, weekly and daily progress toward goals and results
* Must have effective communication in both verbal and written forms
* Provide ongoing training and feedback to associates on a consistent basis relating to work specific skills
* Develop associate skills to analyze and find creative solutions to issues or problems that are centered on sound business decisions and good judgment
* Must be strong in organizational skills, negotiation, leadership and data entry
* Provide guidance and training in specialized lease servicing to Specialty team associates
* Handle escalated calls to prevent complaints and provide growth opportunity for associates to learn de-escalation skills
* Identify and recommend process improvement ideas to improve servicing processes, highest service satisfaction scores (NPS) and associate value
* Recruit, screen, interview, hire and develop associates
* Provide proactive leadership to the team to achieve maximum performance that results in a method consistent with Xchange Leasing's vision and values
* Implement and execute any company-wide training initiatives as directed. As well as conduct Knowledge checks to ensure understanding of training






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