Supervisor, Business Services

Summary:

The Supervisor, Business Services 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.

Candidates must live within the surrounding region of NextGear’s corporate headquarters in Carmel, Indiana. This is a 100% in office position.

Essential Duties and 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 metrics 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.

Job Knowledge, Skills, and Abilities:

• 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.

• 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 are required.

• Must be or be willing to become an Indiana Notary.

Education and Experience:

Required

• High School Diploma/GED and 5 years of relevant experience in related field. Candidate can also have BA/BS and 3+ years’ experience or MS degree and 1  year of related experience.

• Must be proficient with Microsoft Office (Outlook, Word, Excel).

Preferred

• Experience in leading and/or mentoring and developing others.

• Experience in title services.

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.

Work Environment:

• Office environment.

Will be required to perform other duties as requested, directed, or assigned.

The posting is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.