Supervisor, Business Services; NextGear Capital

Company Cox Automotive - USA Job Family Group Business Operations Job Profile Supervisor, Business Services Management Level Supervisor Flexible Work Option No remote option; must work at a specified Cox location Travel % No Work Shift Day

Compensation includes a base salary in the range of $55,600.00 - $83,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

The schedule for this position is Monday through Friday from 10AM to 7PM.

• 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 Next Gear 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 Next Gear 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 metric 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.

• 4 years of relevant experience in related field, BA/BS and 4+ years’ experience, MA/MS and 2 years’ experience, or Ph.D and up to 1 year experience.
• 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 is required.
• Must be proficient in Microsoft Office Suite.
• Must be or be willing to become an Indiana Notary.

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

• Sitting and standing for extended periods of time.
• Bending and light lifting 10 lbs. or less…