Supervisor, Business Services (NextGear Capital)

Company
Cox Automotive - USA

Job Family Group
Business Operations

Job Profile
Supervisor, Business Services

Management Level
Supervisor

Flexible Work Option
No remote option; must work at a specified Cox location

Travel %
No

Work Shift
Day

Compensation
Compensation includes a base salary in the range of $55,600.00 - $83,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Supervisor will be responsible for a group of Business Service Specialists, supervising the completion of high-volume title processing and shipping for NextGear’s internal and external clients, as well as maintaining a set of goals for each Business Service Specialist’s performance. Through training and mentoring, the Supervisor will continue to develop each team members’ skill base and knowledge of vehicle title processing and shipping requirements, internal policies and procedures, and the NextGear standard for customer service.

The schedule for this position is Monday through Friday from 10AM to 7PM.

Key Responsibilities:

- Research and resolve issues brought to the Supervisor by team members working TMS queues, Perceive, ServiceNOW tickets, or any other source.
- Review and coach Business Service Specialists on outgoing communication, including calls, emails, and ticket responses, made to internal clients (other NextGear departments, Cox business units) and external clients (dealers, auction partners, etc).
- Manage daily administrative operations of the department including establishing work priorities, scheduling workforce, administering attendance policies, policy compliance, and maximizing team productivity.
- Maintain and update departmental process and procedure documentation.
- Create and maintain departmental training documentation.
- Train and schedule training for newly hired or existing team members.
- Work to improve performance of Business Service Specialists by continued cross-training and updated training in existing assignments, including providing job-shadowing opportunities with other NextGear departments.
- Lead daily team meetings to keep the department on target with expectations and goals.
- Work closely with peer Supervisors for vault, mail room, and title process issues and operations.
- Stay up to date with and coach Business Service Specialists on relevant US Federal, State, and Territory title information (including brands and non-standard forms).
- Review department metric and workflow reports daily, weekly, and monthly to determine potential issues, reporting such issues to the Director of Titles & Records with solutions.
- Plan, monitor, and evaluate job performance and conduct performance evaluations for Business Service Specialists.
- Write and present coaching reports, both positive and disciplinary, for Business Service Specialists.
- Work with Director of Titles & Records to continually troubleshoot and enhance TMS and Perceive systems.
- Additional assigned tasks and special projects as requested by the Director of Titles & Records.

Minimum Qualifications:

- 4 years of relevant experience in related field, BA/BS and 4+ years’ experience, MA/MS  and 2 years’ experience, or Ph.D and up to 1 year experience.

- Ability to work under limited supervision, exercising judgement on advanced and complex issues.
- Extensive TMS/NGen/Discover/Perceive/Salesforce knowledge preferred but not required.
- Ability to communicate at all socioeconomic levels (team members and clients) for maximum outcomes.
- Must have strong organizational skills and be very detail oriented.
- Effective communication skills and strong customer service attitude is required.
- Must be proficient in Microsoft Office Suite.
- Must be or be willing to become an Indiana Notary.

Preferred skills:

- Experience in leading and/or mentoring and developing others.
- Experience in title services.
- Previous supervisory experience is preferred, and previous vehicle title handling is beneficial for the position.
- Ability to recognize title brands and other relevant notations related to titles is preferred.

Physical Demands:

- Sitting and standing for extended periods of time.
- Bending and light lifting 10 lbs. or less required.
- Extensive detail handwritten and computer work.

Drug Testing
To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
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EOE, including disability/vets

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

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