DIRECTOR OPERATIONS & CUSTOMER SERVICE – NextGear Capital

  • Cox Automotive Canada
  • 2700 Matheson Boulevard East, Mississauga, ON, Canada
  • Jun 02, 2020
Full time Customer Service General Management

Job Description

Primary Location: 2233 Argentia RoadMississaugaON, CA

Division: Cox Automotive

Job Level: Manager/Senior Manager

Travel: Yes, 25 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 203225

 

 

About NextGear Capital Canada

 

NextGear Capital is a subsidiary of Cox Automotive and one of the world’s largest automotive inventory financing institutions. NextGear Capital, together with its affiliates, provides flexible lines of credit and capital solutions to over 22,000 dealer clients worldwide. The company offers state-of-the-art online and mobile account management tools, market-specific industry analytics, dealer performance data and collateral protection to its clients globally. NextGear Capital Corporation is a Canadian company owned and operated by Cox Automotive Canada. For more information about NextGear Capital Canada, visit coxautoinc.ca/brand/nextgear-capital/.

 

 

The Director Operations and Customer Service, for NextGear Capital (NGC) Canada is assigned with overseeing the entire customer service experience for the clients, leading and sourcing a team for the Call Center, Specific Source Flooring, Universal Source Flooring, General Administration and Title Status Management. Specifically, the Director will be tasked with ensuring that all desired measurements as it pertains to high performance service in the Call Center, Universal Source, Specific Source Funding environment, and general administration as well as appropriate overhead and budgetary items are in place while additionally ensuring high levels of customer service to internal and external customers. This is achieved through management of the respective department and by introducing and implementing processes to achieve the established goals.

 

Essential Duties and Responsibilities:

 

  • Work closely with District Managers in the field to identify opportunities for growth of the loan portfolio, risks and tends
  • Hire, train and manage team to produce desired results such as quality, quantity and intangible items that lead to the customer experience.
  • Ensure overhead and operational costs are appropriate given volume and responsibilities.
  • Troubleshoot and resolve issues required for completion of mandatory title work on behalf of internal and external customers according to state specific title requirements within Canada
  • Facilitate lien perfection on NGC financed collateral when required.
  • Work very closely with other NGCC internal departments such as Operations, Risk and Recovery department to ensure high customer service levels and timely issue resolution
  • Communicate effectively and build relationships with related businesses in all of Canada
  • Create efficiencies to handle the growing volume of units received and shipped on a daily basis.
  • Develop and manage Title Services where allowed for Customers.
  • Assimilate and adapt to changes needed to ensure all Flooring, Admin and Title Management complies with PPSA guidelines. Review monthly audits
  • Work in conjunction with business unit leaders to place departmental goals in line with company objective. Provide leadership with setting budgets for the customer support and call center relating to headcount and infrastructure spend
  • Produce reports and KPIs to measure usage, penetration and customer volumes
  • Focus on the delivery of Financing initiatives through established customer service teams
  • Assist in development of the departments policies and procedures.
  • Constantly analyze current processes to seek new ways to improve the department.

 

Qualifications:

 

 

Job Knowledge, Skills and Abilities:

 
  • This position requires self-direction, vision and a wide range of skills as well as a results-driven approach
  • Accomplished industry or management leader having lead a group of employees or customers.
  • Proven track record of results.
  • Able to effectively and professionally communicate with entry level employees to top level executives.
  • Must possess excellent organizational skills and customer service attitude/skills.
 

Education and Experience:

 
  • University degree in Business Management, Finance Administration or a related degree preferred
  • Deep and extensive automotive industry networks and relationships
  • 5+ years of management experience with a proven track record in building and growing a high-performance teams
  • Ability to work with cross-function teams to meet business objectives and/or customer expectations.
  • Experience in working with senior management to align client strategies and solutions.
  • Advanced project/program management skills, strategic planning and execution.
  • Strong experience in managing and building customer relationships
  • Industry knowledge or experience equivalent
  • A minimum of 4+ years of Customer Service experience
 

Management Responsibilities:

 
  • Hiring and training team leads and managers
  • Mentoring and Guiding teams to desired results such as quality, quantity and intangible items that lead to the customer experience
  • Ensuring overhead and operational costs are appropriate given volume and responsibilities
 
What we offer:
 
  • Full time employment with one of the global leaders in automotive remarketing realm
  • 5 weeks paid vacation per year
  • Generous Insurance plan paid by Cox Automotive Canada (medical, dental, life, disability).
  • RRSP contribution plan
  • Venngo Discount programs
  • Fast paced, multicultural work environment
  • Career pathing – opportunity for development and advancement within Cox Automotive family of companies
  • Opportunity for involvement with local communities though company sponsored volunteering program
  • Cox Automotive Canada was named one of Greater Toronto’s Top Employers
 

Training Requirements:

 

On the Job, ongoing

 
Physical Demands:
 

Standing, sitting, walking

 
Work Environment:
 

Corporate office position.

Some travel may be required.

 

 

Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

 

About Cox

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

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.

 

Job ID: 203225