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Titles Manager
3 weeks ago
Who We Are:
KAR Global powers the world’s most trusted automotive marketplaces through innovation, technology, and people.
Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions.- We’re a technology company delivering next generation tools to accelerate and simplify remarketing.- We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights.- And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces.
We’re Looking For:
The Titles Manager will be leading the Titles team while also being responsible for resolution of customer claims & complaints, specifically for vehicles sold through all platforms. This individual will leverage their deep knowledge of titles, effective customer service and management abilities to lead a large team of titles clerks and supervisor to provide satisfactory and timely resolution of title issues and inquiries.
Responsibilities and Duties:
- Ensure that all title processing and issues are managed to completion and escalated issues are resolved in timely manner.- Create reports and activity updates to management as needed.- Report to management weekly on problem outstanding titles- Advise on escalated titles situations, documenting issues and results.- Advise internal and external stakeholders on provincial title laws & requirements.- Maintain accurate and complete files on all customer claims, complaints, and resolution detail.- Gather and analyze all relevant information necessary to release funding to customers or identify issues and escalate to management.- Assist in departmental development and planning.- Coordinate with tech ops and product team to resolve reported issues or implement feature requests.- Collaborate closely with other Operations teams (arbitration, finance, legal) to resolve claims within SLA’s.- Maintain a current knowledge of legislation relating to issuing, removing and costs of Titles.- Manage team performance, metrics and make appropriate adjustments to meet and exceed processing timelines and KPI’s.- Manage team staffing, scheduling, and attendance.- Day to day management of respective teams to develop and maintain operational programs to meet business objectives.- Promote a satisfying, positive and motivating work environment that continuously builds staff commitment and trust.- Ensures that the daily tasks are completed within service level requirements.- Use leadership, management and business development skills, creativity, and available resources to ensure proper processes while minimizing delinquency and increasing client and dealer satisfaction.- Collaborate with the Director to prioritize and develop changes to improve efficiencies.- Collaborates with Title supervisor to prioritize, plan and adjust schedules and daily agendas to meet department goals.- Monitors and evaluates production statistics such as downtime, productivity, and performance.- Implements procedures, provides information to management, and generates ideas to help increase productivity.- Reviews quality trends to prevent and reduce errors.- Troubleshoots, tracks, reviews, and manages production issues.- Routinely conducts compliance audits to ensure appropriate practices and adhere to and maintenance of SOX compliance and consistency.- Leads others in resolving problems and questions by assisting Title Leads and the Titles Supervisor with client related issues.- Respond to customer inquiries, assist vendors, and answer employee questions regarding procedures and services.- Mentors the Titles Supervisor in assessing and developing teams including coaching, mentoring, managing team member relations, and building strong development plans.- Assists in planning, monitoring, and evaluating employee job performance.- Maintain a close relationship and open communication with external clients on enhancements, process improvement, dealer concerns, and policies.- Other duties as required.
Qualifications & Education Requirements:
- Bachelor’s degree preferred, High School Diploma or equivalent required.- Minimal 5 years management experience with team of ten or more employees- In depth knowledge of different titles documents as they relate to vehicle transactions- Strong verbal and written communication skills required.- Effective report writing and composition skills required.-
- Strong leadership, time management, attention to detail, and organization skills- Ability to solve problems and identify successful outcomes.- Must have a positive attitude with a customer first mindset.- Ability to troubleshoot and resolve end-user issues and/or escalate issues appropriately.- Superior customer service and resolution orientation- General automotive knowledge required.-
- Strong critical thinking skills- Conflict resolution and customer service skills required.- Must be team
- player with the
