Manager, Toll and Violations Management at Wheels in Alpharetta, Georgia

Job Description:

Job Description:




Wheels, Inc.



Job Description




Job Title: Manager - Tolls and Violations



Department: Vehicle Operations



Reports To: Sr. Manager, Toll and Violations Operations



Prepared Date: December 21, 2023



Approval-Dept. Mgr./Dir.: L2 Leader



Approval-Dept. Head: L1 Leader



Approval-H.R.: VP, HR



JOB OVERVIEW



This Manager position will lead, direct, and support the Toll Management, Violations team. The primary responsibility will include acting as the primary process owner for these processes and is responsible for all process improvement aimed at driving improvements in efficiency, effectiveness, and responsiveness.


As the leader, they will partner with various internal and external organizations to proactively improve operations and resolve issues as needed. Additionally, they will have frequent interactions with staff, clients, drivers, and vendors.


In addition to being responsible for delivering an excellent driver experience and maintaining high client satisfaction, this position will directly manage the daily activities of the Toll and Violation Supervisor and team members. Much of this role is focused on analyzing current processes and performance levels and then investigating creative solutions to drive improvement as needed.



ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Budget management for listed departments


• Possess full working knowledge of Toll and Violation product offerings and operational requirements.


• Understand the systems utilized to support these products and understand opportunities for improvement.


• Work closely with Product Manager and IT to assist with the development of product offering by identifying new trends/opportunities.


• Create and present strategic planning initiatives to improve quality and efficiency.


• Analyze end to end processes identifying opportunities to improve driver experience.


• Escalate potential issues to Sr. Manager in a timely manner.

• Develop and mentor direct reports.


• Participate in Team huddles and meet with team members regularly to discuss employee performance.


• Ensure consistent service delivery through staff retention and planning.


• Stay current on emerging trends and proactively identify new opportunities that have a favorable impact on Wheels and our clients.

• Foster a continual improvement environment.

• Lead department in a fully onsite or fully offsite or hybrid work model as determined by the company.

• Lead team to meet or exceed all KPIs and SLAs


• Research client data as needed to determine performance and opportunities.


• Conduct and participate in client presentations and performance reviews.


• Act as a liaison to other business partners, internal departments, and vendors


• Work with internal department leaders to remove impediments in processes and drive improvement.


• Support special projects for process or system improvements.

• Proven people leadership skills and the ability to build and manage a team of professionals. Ability to motivate and drive high performance.


• Knowledge of process improvement methodologies with experience in delivering measurable results


• Strong change management experience, with a demonstrated ability to maintain service excellence during periods of significant operational transition.


• Results focused with an unwavering commitment to clients and employees.


• Ability to think strategically, multi-task, and develop strategic business plans.


• Solid analytical and financial/budget management skills


• Outstanding interpersonal and communications skills


• Some travel required, including international.

• College Degree preferred


• Minimum 7 years business to business experience


• Minimum 5 years of leadership experience

• Customer Focus


• Leadership


• Strategic Thinking


• Influence and Negotiation


• Teamwork and Collaboration


• Personal Effectiveness/Credibility


• Strong Communication skills