Titles Manager - Toronto, Canada - KAR Global

KAR Global

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 enduser issues and/or escalate issues appropriately.
Superior customer service and resolution orientation
General automotive knowledge required.
Strong critical thinking skills
Conflict resolution and customer