Executive Project Specialist
2 weeks ago
The Senior Lease Maturity Specialist will play a lead role in the day-to-day Retailer and Customer facing operations of the Lease Maturity Team. This function will be primarily responsible for ensuring proper measures and protocols are in place to support and enhance the Lease-End experience for both our maturing Lease portfolio and our Retailers. In addition, this function will support with the supervision and oversight of key departmental responsibilities such as workforce management, agent training, special account handling, second-tier case resolution, business reporting, sentiment and behavioural analysis of customer interactions, engagement in loyalty campaigns and proposing business opportunities/process improvements to management.
- Supporting Inbound/Outbound contact centre operations, including but not limited to campaign support, overterm account management, insurance deficiency outreach, escalations, and ad-hoc support.
- Actively supporting with Agent Call Quality reviews by analyzing sentiment and behavioural results of contact centre interactions; li>
- Provide ongoing training, coaching, and development opportunities to Lease Maturity Specialists as required.
- Actively engaged in strategic company initiatives where the individual will be leading leasing operations related topics and discussions; responsible for project-related testing to ensure requirements are met and implemented as expected.
- Support Leasing Operations manager with preparing executive presentations and leading monthly department meetings.
Qualification:
- University Degree (Bachelor's Degree in Business or related discipline).
- 2-4 years of Automotive or Financial Services experience.
- Flexibility with working hours (rotating weekday shift schedules as late as 8:00pm).
- Strong computer skills; Microsoft Office Suite (including advanced PowerPoint and Excel skills), Tableau knowledge and application is an asset, Salesforce knowledge is also an asset.
- Fluent Bilingualism (English/French) is preferred.
- Incredible BMW, MINI and Motorrad employee vehicle/motorcycle programs.
- World-class office space.
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