Pfaff Leasing Operations Manager

Pfaff Leasing Operations Manager

Lithia Canada Leasing, Woodbridge, ON L4K 8R1

**Pfaff Leasing / DFCC Operations Manager**

This position reports to the DFC Operations Director and is responsible for overseeing the office operations group at Pfaff Leasing / DFCC. The individual will assist in the development, direction, and roll-out of streamlined processes, programs, systems, and guidelines within DFCC’s Funding, Loan Services, Collections, Customer Servicing and insurance-related functional areas. This position will also ensure compliance with all associated regulatory requirements at the Provincial and Federal levels. The Pfaff Leasing / DFCC Operations Manager will support the attainment of all Pfaff Leasing & DFCC goals, targets, and objectives. Additionally, they will ensure team members are effectively recruited, trained, developed, and mentored to foster a high performing team and an environment that aligns with our organizational growth mission.

**Position Overview**

**Area of Responsibility**
- Drive initiatives that increase productivity, mitigate loss exposure, reduce expenses, improve service levels, promote customer and employee satisfaction, advance technology and enhance strategies
- Develop staffing models, and strategically create, manage, and execute operational processes and procedures that drive optimum performance and compliance
- Partner with the Leadership to assist in the creation of comprehensive tracking and reporting systems designed to accurately measure departmental productivity, facilitate effective capacity planning, and monitor departmental performance against established objectives
- Ensure the successful delivery of high-quality curriculums, resulting in a highly trained and knowledgeable staff, a consistent customer experience and strict adherence to all company policies and external regulatory requirements
- Oversee the establishment of clearly defined performance metrics and development plans for all employees through the annual review process to not only successfully achieve objective level targets, but also to drive the development of a strong departmental succession plan
- Lead efforts to identify and implement improvements in process and technology by researching alternative solutions and strategies, advocating for operational business needs, submitting project requests with favorable ROIs to upper management, and ultimately, driving the successful completion of such projects
- Partner with Regulatory and Compliance Team to ensure strict adherence to, not only Pfaff Leasing / DFCC, DFC, and Lithia Policies and Procedures, but also Federal, Provincial, and local laws and regulations
- Engage with industry participants and external resources on benchmarking activities in effort to leverage best practices, identify relevant industry trends, improve processes and strategies, mitigate risk exposure, and maintain a strong awareness of the continually evolving regulatory environment.
- Maintain and monitor any applicable 3rd party vendor relationships (repossession vendors, payment processing vendors and/or 3rd party collections agencies, etc.), while addressing areas of performance and/or compliance improvement
- Present departmental process and/or project updates, personnel changes, improvement initiatives or strategic transformations during operational management meetings
- Collaborate with dealer relations, underwriting and sales department, elevating service levels to customers and the dealer network
- Effectively handle escalated issues in a professional and efficient manner
- Review and approve internal and external funds transfers
- Other duties as assigned

**Additional Qualifications**
- Ability to thrive, prioritize work efforts and motivate self and others in a constantly changing environment
- Direct experience leading similar sized project initiatives
- Previous supervisor or management experience required
- Strong attention to detail
- Sense of urgency
- Excellent communication
- Accounting or leasing background preferred
- PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)
- BS/BA degree from an accredited college or university preferred

**Proficiency Standards**
- Integrity - Acts ethically, maintaining a commitment to honesty and truth in all facets of behavior that builds the trust of others.
- Work Ethic - Delivers accurate, timely and consistent results while understanding the need to balance short-term sacrifice for long-term gain.
- Team Player - Supports the overall efforts of the team to accomplish departmental and company goals and objectives.
- Team Builder - Acts as a role model within the department in all facets of assigned job duties, while effectively providing feedback to team members and earning respect as a leader.
- Commitment - Strives to become a dynamic and dedicated leader who is committed to the standards and mission of Lithia, by providing opportunities for our people to excel and grow in a positiv