Team Lead, Operations

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

We’re looking for a Team Lead to join our team as Team Lead, Telematics Operations. In this role, you will provide account support, guidance, and mentoring to the Telematics Operations team. The role is responsible for process improvement, best-practice sharing, team metrics, documentation, project support, and service recovery activities that strengthen the Telematics service model and improve client retention. This role provides guidance, support, and mentoring for an assigned team of multiple Specialists and Genpact resources, with no direct reports.

• Identify and provide mentoring for assigned team of SME.
• Act as the liaison between Operations and Client Success team by checking on quality of SOP completion, collecting feedback and resolving open SOP questions. Monitor the case metrics and total resource utilization statistics.
• Manage and resolve all Service Cloud cases assigned within expected time commitments and with the quality expected from clients.
• Advise leadership on trends and process improvement recommendations that lead to internal projects and initiatives which enhance, and add value to, the Telematics service model.
• Direct workflow process improvements to promote capacity and efficiency within assigned team.
• Identify, share, and help implement best-in-class processes to streamline operational activities.
• Build relationships and work as an effective business partner with FPS, client success team, and telematics leaders/SMEs. Influences business partners, fosters collaboration, and builds commitment to achieve shared goals.
• Support client implementations and pilots, ensuring all Telematics operational tasks are complete on time resulting in superior client experience and favorable NP.
• Contribute to the ongoing creation and improvement of Telematics Operations and SME documentation, processes, and procedures.
• Partner with the Product Manager on the rollout of new Telematics processes within Telematics and assist in operationalization.

• 5-7 years relevant customer service or operations case management support, preferably in a B2B service environment.
• Dedicated to meet the expectations and requirements of customers; advocates for the customer as the top priority and is passionate about customer needs.
• Builds and maintains productive working relationships based on mutual trust at all levels in the organization.
• Obtains and effectively analyzes data, identifies trends/issues, solicits input, looks at all perspectives, reaches logical decisions or recommendations and acts quickly to implement solutions.
• Ensures work is completed accurately and efficiently, with significant attention to detail. Manages multiple tasks simultaneously in a rapidly changing, fast-paced, environment.
• Proficiency in various MS Office software applications, including Word, Excel, PowerPoint.

• BS or BA in business or related field preferred. Equivalent experience may be considered in lieu of a BS/BA degree.
• Acquires and continues to increases knowledge of the Telematics products, tools and services.
• Leads by example to create an environment of collaboration; encourages cooperation and teamwork and models professional behaviors.
• Acts with confidence and demonstrates ability to persuade/influence without authority.
• Articulate; conveys information in a clear, confident manner. Understands audience needs; reads…