Operations Support Supervisor

1 week ago

Ajax, Canada Volkswagen Group Canada Full time

**Operations Support Supervisor**
**-**
**VCI003110**

**Primary Location***: Canada-Ontario-Ajax

**Description**

As the captive finance company of the Audi, Ducati and Volkswagen brands in Canada, VW Credit Canada, Inc., also known as Audi Finance and Volkswagen Finance, is a wholly owned subsidiary of VW Credit, Inc.

Audi Finance and Volkswagen Finance offers a wide range of leasing, retail financing and protection plans expertly tailored to meet the needs of our Customers. Additionally, we provide commercial financing products to Audi and Volkswagen Dealers to support expanding Dealership capabilities and enhancing overall operations.

**Role Summary**

The Operations Support Supervisor is responsible for the Operations Administrative and Customer Transition Support activities. The Supervisor will provide a timely resolution in alignment with established KPIs in processing all documentation and customer’s requests/issues. They will provide leadership, coaching and support to the employees of Operations Support Team consisting of hybrid and fully remote employees

**Role Responsibilities**
- Monitor daily tasks throughout the day to ensure requests/issues and documentation are processed at service levels to provide best in class quality services. Daily tasks and activities to be monitored are (not limited to) process of daily mail, on/off boarding transactions for customers and Lien registrations and ensure resources are properly allocated/planned to support workload fluctuations.
- Maintain highest level of employee morale (measured through employee satisfaction surveys) and productivity through one-on-one coaching, employee development plans, special assignments, and performance appraisals.
- Responsible for the team’s performance management process
- Complete quality reviews to ensure department’s compliance with general procedures.
- Identify opportunities for improvement, recommend and implement changes in current policies and procedures while ensuring compliance with federal and provincial laws
- Work with various stakeholders to develop and implement projects to improve quality and productivity.
- Develop and maintain effective verbal/written communication process with employees, colleagues, and vendors through various channels.

**Qualifications**

**Years of Experience**
- 3 + years of related industry and or automotive experience
- 1 to 3 years of experience leading a team responsible for customer servicing, staffing, employee development
- 3 + years of experience leading a team responsible for customer servicing, staffing, employee development in the automotive industry

**Required Education**
- College Diploma (DCS/DEC)
- Bachelor’s degree preferred

**Skills**
- Effective communication skills, both oral and written (French & English)
- Leadership skills - coaching, developing and mentoring employees
- Influencing and negotiation skills
- Good understanding of call center operations, performance indicators and knowledge of the overall workflow within the Financial Services activities
- Performance driven
- Knowledge of Canadian related regulatory and compliance laws related to Financial Services activities (federal & provincial)

**Working conditions**:

- Available after regular hours (Monday to Friday between 8:00 am to 5:00 pm)
- Travel overnight (Canada/international) up to 10%

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